Servicing Operations Coordinator II

### **About Point** **✨ Real Impact, Real People:** Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals. **✨ Funding:** With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we're scaling fast! You have the opportunity to join us at a pivotal stage. **✨ Game\-changing Product:** We're building a category defining company in home equity. We've earned a 4\.7 Trustpilot rating and an A\+ from the BBB, a testament to the value we provide to our 20,000\+ customers. **✨ Great Place to Work:** Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area. **✨ Remote First Culture, Genuine Connection:** Work from anywhere in the U.S. while staying closely connected through virtual collaboration, team gatherings, and a people\-first culture. Select roles may require onsite work at our Palo Alto office one day per week. **Local or 100% Remote** **About the role** As a Servicing Operations Coordinator II at Point, you'll help homeowners navigate their Home Equity Investments (HEIs), providing clear, empathetic support and resolving complex servicing requests. From payoff inquiries and property sales to appraisal reviews and title\-related questions, you'll coordinate with homeowners, external partners, and internal teams to ensure accurate and timely resolutions. This role combines customer service, document review, and problem\-solving. You'll take ownership of servicing issues, maintain accurate records, and help improve workflows as our operations evolve. Success requires sound judgment, attention to detail, and the ability to balance operational efficiency with a positive homeowner experience. **Your responsibilities** * Respond to homeowner inquiries regarding Home Equity Investments via phone, email, and internal servicing channels with professionalism, empathy, and accuracy. * Handle more complex or escalated homeowner servicing requests, including payoff inquiries, appraisal reviews, title\-related questions, sales transaction coordination, and servicing disputes. * Make outbound calls to homeowners, real estate agents, escrow/title companies, insurance providers, and local counties as necessary to resolve servicing matters. * Review and process HEI\-related servicing documentation, including valuation reports, sales contracts, payoff requests, insurance documents, authorization forms, and other servicing records. * Analyze sales contracts, appraisals, title information, and supporting documentation for accuracy, completeness, and servicing risk considerations. * Support payoff and property sale workflows while ensuring adherence to servicing timelines and operational requirements. * Assist homeowners facing financial or operational challenges with empathy, professional