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 funded
• Homes financed: 100,000+ projects funded for our customers across the country
• Geography: 49 states + D.C. where we lend to REIs so they can revitalize neighborhoods
• Employees: Over 500 employees with competitive benefits and perks

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 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 

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, the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. Your recruiter can share more about the specific base pay range for your preferred location during the hiring process. Please note that the pay range listed above reflects the base salary only, and does not include the target value of bonus or benefits.

Benefits and Perks 

• Medical, Dental, and Vision Insurance: Kiavi offers free employee-only coverage for medical, dental, and vision plans. Dependents receive a heavily discounted premium, competitively placed in the 90th percentile for cost.
• Health Savings Account (HSA): For those enrolled in a High Deductible Health Plan (HDHP), Kiavi provides an annual employer contribution to HSAs: $1,000 for individual coverage and $2,000 for dependents.
• Disability and Life Insurance: Immediate access to short-term and long-term disability insurance, as well as group life and AD&D insurance, with coverage at 1x annual salary.
• Remote Work Policy: Kiavi supports working remotely for day to day activities for most roles and occasionally may ask employees to gather in person for key meetings, training, team building etc. For remote workers, Kiavi offers a one-time office setup reimbursement of up to $500 and a monthly $85 stipend for internet and phone expenses. For in-office workers, Kiavi offers employer contributions to commuter benefits account, either for parking or public transportation.
• Flexible Time Off: Employees are empowered to manage their own time off, with no strict limits, as long as it's approved by their manager.
• Paid Leaves: Up to 8 weeks of paid leave for medical or caregiver purposes, and 12 weeks of paid maternity/paternity leave. Short-term disability leave is also available for birthing mothers.
• 401(k) & Company Match: A 401(k) plan managed by Fidelity, with Kiavi matching 100% of contributions up to 3% of compensation or $8,000 (whichever is less). All employer contributions are immediately vested.

Protect yourself from recruitment scams:

• If you are offered an interview or a role with Kiavi, this will be communicated with you through email, via an official email address ending in @kiavi.com or @lendinghome.com. 
• You will never be asked for payments of any kind during the process.
• We also never communicate with candidates via Whatsapp at any point during the recruitment process. 
• We won’t ask for personal information or data via text message. If you have any concerns regarding how genuine a text message is, please contact your recruiter.
• You can find our official Kiavi careers page here. We advise you to check that the page details and website addresses match if you have any concerns.

Kiavi is an Equal Opportunity Employer
San Francisco Fair Chance Ordinance Police Code, Article 49 We use E-Verify to confirm the identity and employment eligibility of all new hires.