Borrower Advocate

Kiavi is one of the nation’s largest private lenders to residential real estate investors (REIs). We harness the power of data & technology to offer our customers a simpler, more reliable, and faster way to access the capital they need to scale their businesses. Formerly known as LendingHome, we’re committed to helping REIs revitalize the approximately $25 trillion worth of aged U.S. housing stock to provide move-in ready homes and rental housing for millions of Americans across the country.Combining our technology and industry expertise, Kiavi has grown to a team of over 500 and has won many awards over the years including Forbes Fintech 50, Finovate Awards, Best Digital Mortgage Platform, Fast Company’s Most Innovative Companies, and many more. Loans Funded: $30 billion in loans fundedHomes financed: 100,000+ projects funded for our customers across the countryGeography: 49 states + D.C. where we lend to REIs so they can revitalize neighborhoodsEmployees: Over 500 employees with competitive benefits and perksThis position can be based remotely in any of our approved hiring regions. Our hybrid distributed workforce philosophy allows us to find the best talent in the country and build diverse teams, while allowing our colleagues to work from the location that works best for them. Identity Verification Notice:To ensure the security and integrity of our hiring process, all candidates are required to complete a secure identity verification. This process uses biometric and device validation to confirm identity and liveness. All data is handled securely in accordance with our privacy policy.The RoleThe Kiavi Servicing Team is the primary point of contact for our customers after a loan is approved. Our goal is to provide the best mortgage experience for our customers and keep them coming back. As a Borrower Advocate, you will be the dedicated point of contact for borrowers making sure to create and maintain strong, trust-based relationships. ensuring a seamless and positive experience throughout their project's lifecycle. You will interpret the status of a loan and mitigate the risk of it becoming delinquent by proactively reaching out to our customers to determine what can be done to facilitate the satisfaction of the loan, ensuring that both Kiavi and the borrower win.Key ResponsibilitiesRelationship Management: Proactively communicate with a pipeline of borrowers, ensuring they have a clear understanding of their loan terms, servicing processes, and post-closing responsibilities.Project Support: Monitor project progress from the borrower's perspective and provide support for challenges like project delays or budget overruns.Issue Resolution: Investigate and resolve all post-closing borrower inquiries and disputes related to servicing, payments, and loan modifications. Advocate for the borrower's needs internally, escalating complex issues to management as needed.Payment & Account Assistance: Help borrowers understand their statements, payment schedules, and online portal access. Address questions related to interest accrual, principal reduction, and payoff statements.Default Prevention: Proactively reach out to at-risk borrowers to prevent loans from defaulting. Collaborate with servicing and compliance teams to develop and implement default prevention strategies.Internal Collaboration: Work closely with cross-functional teams (e.g., servicing operations, special servicing, payment operations, construction) to ensure a cohesive borrower experience. Provide feedback on common borrower challenges to improve processes and represent the borrower's perspective in internal meetings.Communication & Education: Provide clear and concise communication regarding loan status, draw disbursements, and payment reminders. Educate borrowers on best practices for managing their projects post-funding and develop helpful resources like FAQs.Documentation: Accurately document all customer interactions in the system of record.QualificationsBachelor’s degreeMinimum 1 year of mortgage-related collection, customer service, or sales experienceClearly communicate the life-cycle of a mortgage from start to finish and have knowledge of the processing steps involved Build relationships and work closely in a team environmentAbility to understand customer issues and own any issue through resolutionPossess broad knowledge of real estate transaction methodsLeadership/team-lead experience preferredProject management experience preferredExperience with Excel or spreadsheet equivalent knowledge, Microsoft OfficeKnowledge of Tax, Escrow Analysis, Mortgage Insurance and Hazard Insurance preferred Kiavi takes a market-based approach to pay, and pay may vary depending on your location. The expected annualized base pay range for this full-time role to be performed remotely is $45,000 to $68,000 + $6,000 variable bonus + benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries. Within the range, t