Borrower Advocate

The Role

The 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 Responsibilities

• Relationship 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.

Qualifications

• Bachelor’s degree
• Minimum 1 year of mortgage-related collection, customer service, or sales experience
• Clearly 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 environment
• Ability to understand customer issues and own any issue through resolution
• Possess broad knowledge of real estate transaction methods
• Leadership/team-lead experience preferred
• Project management experience preferred
• Experience with Excel or spreadsheet equivalent knowledge, Microsoft Office
• Knowledge of Tax, Escrow Analysis, Mortgage Insurance and Hazard Insurance preferred