Unlock’s mission is to unleash the power of home equity to enrich people’s lives. We do this through a financial solution called a Home Equity Agreement or HEA, an entirely new way to access and utilize home equity. We're beyond passionate about helping our customers build greater financial resiliency. We are mission driven, consumer centric and our products are designed for the way homeowners want to live their lives today - with flexibility and control.
Requirements
- 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.
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
