Mortgage Loan Specialist (Back-office)

The company is reinventing consumer credit by using technology to lower the cost of capital, with a first product being a credit card backed by home equity. The role involves back-end loan processing, compliance reviews, and providing customers with an extraordinary experience while they apply for and manage their Aven card.

Responsibilities

Responding to customer queries in a timely and effective manner via ZenDesk or other customer support tools; Documenting and logging issues, as well as customer compliments and complaints; Working with customers to help them go through the application flow when required; Tracking customer experiences across online and offline channels using logs, dashboards, and CRM systems

Requirements

2+ years of direct experience within a US-based consumer lending or mortgage operations ecosystem, executing back-end loan processing or underwriting tasks; Proven expertise in evaluating multi-layered asset and income profiles (e.g., W-2, paystubs, self-employed documentation) to determine qualifying income for automated credit guidelines (Debt-to-Income (DTI) calculation); Strong practical knowledge of BSA/AML guidelines, CIP/KYC Standards, and OFAC regulatory checks, with hands-on experience performing backend compliance reviews, including clearing identity discrepancies, PEP matches, and name mismatches; Solid operational understanding of the Flood Disaster Protection Act (FDPA), including reviewing Standard Flood Hazard Determination Forms (SFHDF) and interpreting FEMA flood maps; Experience in customer-facing roles within financial accounts, assisting users/borrowers through complex back-end applications; Proficiency with ZenDesk, Asana, Google Workspace, and internal CRM systems; Uncompromising attention to detail and absolute data accuracy; Superb English communication skills (written and verbal); Bachelor's degree or equivalent, with verified professional experience in financial services, banking operations, or operational risk management; Absolute flexibility to work US Pacific Time (PST/PDT) hours: 9:00 AM to 6:00 PM (including a 1-hour midday break)

Benefits

HMO provided after 30 days; Internet Allowance; Devices and Equipment provided