Customer Care Specialist

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 400 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: $22 billion in loans funded 
• Homes financed: 71,000+ projects funded for our customers across the country
• Geography: 31 states + D.C. where we lend to REIs so they can revitalize neighborhoods
• Employees: Over 400 employees with competitive benefits and perks

This 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. 

The Role

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. The Customer Care Specialist role completes all transactions associated with loan activity, including monthly payments, loan modifications, refinances, and payoffs. The Customer Care Specialist role is also the first point of contact for customers and handles/resolves any incoming inquiries and requests.

Responsibilities

• Resolves incoming customer-inquiries and requests related to mortgage loans
• Reach out to borrowers to resolve any issues with payments and payment accounts
• Work with other servicing teams to identify borrowers who are at risk of default and determine best approach
• Document all customer interaction in Kiavi’s system of record
• Process payoff and verification of mortgage
• Assist in processing proof of insurance requests from borrowers and agents
• Assist other teams in Post Closing to update borrower bank account information
• Work with other teams to update loans taking advantage of pilot programs

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