Servicing Representative
Unlock is a company dedicated to empowering homeowners through innovative financial solutions. The Servicing Representative will resolve customer inquiries, manage complex servicing cases, and ensure compliance with servicing guidelines while enhancing customer satisfaction and operational efficiency.
Responsibilities
- End-to-end ownership of standard servicing events such as refinances, owner buyouts, and home sales to ensure an exceptional customer experience and accurate recoupment of settlement funds
- Research, analyze, and resolve customer inquiries related to mortgage operations and Home Equity Agreements via phone and email
- Oversee and enhance workflows, optimizing processes for efficiency, reducing resolution times, and ensuring accurate payoff demands for refinance, property sales, and buyout events
- Coordinate and maintain productive relationships with internal and external stakeholders, customers, heirs, trustees, title agents, escrow officers, and loan officers
- Monitor homeowner financial health, leveraging credit and lien monitoring to support intervention campaigns and financial stability efforts including monitoring mortgage, property tax, and HOA payment status
- Ensure compliance with all policies, regulations, and servicing guidelines, including communication protocols for non-performing assets
- Utilize data analytics and performance metrics to monitor trends, track Key Performance Indicators (KPIs), and drive decision-making
- Oversee and optimize servicing tools, including CRM, CX platforms, chat, and telephone systems, while contributing to system enhancements and quality control
- Implement strategies to enhance customer satisfaction and service quality, ensuring continuous improvement in servicing operations
Skills
- High school diploma or equivalent required
- 1+ years experience in FinTech operations, preferably in mortgage operations, title, escrow, or appraisal
- Strong oral and written communication skills, with a talent for building rapport and effectively communicating complex financial information
- High attention to detail and ability to manage high volumes of work
- Ability to balance customer needs and investor requirements, providing optimal outcomes
- A collaborative spirit, both in supporting teammates and in seeking support when necessary
- A proactive approach to responsibilities, ensuring tasks are completed efficiently and effectively
- Hybrid role: must be able to work onsite at our Tempe, AZ office Mondays and Wednesdays
- Experience with Home Equity Agreements or alternatives to traditional mortgages is a plus
Benefits
- Discretionary time off for rest and recharge
- Comprehensive health plans covering medical, dental, and vision, fully funded by us
- 4% employer match to your 401(k) contributions
Company Overview