Extend Your Team

Backend Engineer

• Respond to customer queries in a timely and effective manner via ZenDesk or other customer support tools
• Document and log issues, customer compliments, and complaints
• Help customers navigate the application flow when required
• Track customer experiences across online and offline channels using logs, dashboards, and CRM systems
• Lead, mentor, and manage a team of support specialists to drive operational efficiency and high performance
• Own team metrics, SLAs, and KPIs; analyze performance data to identify trends and optimize processes
• Solve complex operational challenges and steer the team toward success
• Draft, maintain, and continuously refine SOPs for income processing and multi-layered asset verification workflows
• Ensure zero process drift, scalability, and absolute data accuracy
• Work on products and processes designed to reduce the cost of capital for consumers through technology-enabled asset-secured credit

Team Lead – US Mortgage Back-end

Team Leader

• Review security documents for completeness and record requirements
• File security documents with appropriate governmental entities
• Verify client-provided documents during the account creation process
• Assist in preparing and filing account closing documents
• Assist other departments with document requests and record-keeping
• Coach or manage a team in a document processing, mortgage, title, or loan operations environment
• Own SLAs, quality metrics, and escalation paths for the team
• Work directly with Legal, Compliance, title companies, and county recorders
• Plan coverage across time zones

Team Leader – HELOC

Compliance

• Assist in facilitating state license applications
• Organize and monitor licensing efforts
• Assist in monitoring and testing company processes to ensure compliance with company policies and procedures and regulatory guidelines
• Conduct document review, data analysis, and/or evidence production for the Compliance Department
• Research testing findings and root cause issues, and develop/propose solutions for practices that are out of compliance
• Take ownership over and provide recommendations for improvement of Compliance Management System processes
• Prepare and maintain reports for management
• Perform other Compliance-related tasks necessary to support the growth of the Compliance Management System

Team Lead – US Mortgage Back-end

Team Leader – HELOC

Compliance License and Testing Analyst