Borrower Advocate
Kiavi · United States
This listing has closed — view similar roles below.
- Hybrid
- Full-time
- $68,000 / year
- United States
Job highlights
- Serve as primary borrower contact post-loan approval.
- Build strong, trust-based borrower relationships.
- Proactively prevent loan defaults and resolve issues.
- Collaborate cross-functionally for seamless experience.
- Support borrowers throughout project lifecycle.
About the role
About Kiavi
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
- Homes financed: 100,000+ projects
- Geography: 49 states + D.C.
- Employees: Over 500
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. You will ensure 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
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.
- 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.
Key skills/competency
- Borrower Advocacy
- Relationship Management
- Mortgage Servicing
- Customer Service
- Issue Resolution
- Default Prevention
- Real Estate Transactions
- Financial Literacy
- Communication Skills
- Problem-Solving
Skills & topics
- Borrower Advocate
- Customer Service
- Mortgage
- Lending
- Real Estate Investor
- Relationship Management
- Default Prevention
- Collections
- Financial Services
- Customer Support
How to get hired
- Tailor your resume: Highlight mortgage, collections, customer service, or sales experience relevant to a Borrower Advocate role.
- Showcase relationship skills: Emphasize your ability to build trust and manage client relationships in your application.
- Demonstrate problem-solving: Provide examples of how you've investigated and resolved complex customer issues.
- Understand mortgage lifecycle: Clearly articulate your knowledge of mortgage processing and servicing steps.
- Highlight collaboration: Mention experience working with diverse teams to achieve common goals.
Technical preparation
Review mortgage servicing processes.,Practice loan status interpretation.,Familiarize with CRM systems.,Understand default prevention strategies.
Behavioral questions
Describe a difficult borrower situation you resolved.,How do you build trust with clients?,How do you manage a busy caseload?,How do you handle project delays?
Frequently asked questions
- What is the application process for a Borrower Advocate at Kiavi?
- The application process for a Borrower Advocate at Kiavi typically involves submitting your resume and cover letter, followed by an initial screening. If your qualifications align, you'll proceed to interviews which may include behavioral and situational questions. Kiavi also requires identity verification for all candidates to ensure security.
- What are the key responsibilities of a Borrower Advocate at Kiavi?
- As a Borrower Advocate at Kiavi, you will be the main point of contact for borrowers after their loan is approved. Your responsibilities include building strong relationships, ensuring a smooth project lifecycle, preventing loan defaults, resolving inquiries, and collaborating with internal teams.
- What qualifications are necessary to become a Borrower Advocate at Kiavi?
- Kiavi looks for candidates with a Bachelor's degree and at least one year of experience in mortgage collections, customer service, or sales. Strong communication skills, the ability to build relationships, and a knack for problem-solving are essential. Knowledge of the mortgage lifecycle and real estate transactions is also highly valued.
- Does Kiavi offer remote work for the Borrower Advocate position?
- Yes, the Borrower Advocate position at Kiavi can be based remotely in any of their approved hiring regions. Kiavi embraces a hybrid distributed workforce philosophy, allowing flexibility for employees while ensuring access to national talent.
- How does Kiavi support its remote employees for the Borrower Advocate role?
- For remote Borrower Advocates, Kiavi provides a one-time office setup reimbursement of up to $500 and a monthly stipend of $85 for internet and phone expenses, ensuring you have the resources to work effectively from home.
- What is the typical salary range for a Borrower Advocate at Kiavi?
- The expected annualized base pay for a remote Borrower Advocate at Kiavi ranges from $45,000 to $68,000, plus a potential variable bonus of $6,000 and comprehensive benefits. The exact salary will depend on your location, experience, and qualifications.
- What kind of benefits does Kiavi offer to its employees, including Borrower Advocates?
- Kiavi offers a robust benefits package including free employee-only medical, dental, and vision insurance, a Health Savings Account (HSA) with employer contributions, disability and life insurance, flexible time off, paid parental and caregiver leave, and a 401(k) with company match.