Borrower Advocate

Kiavi

. Serve as the dedicated point of contact for borrowers throughout their project's lifecycle .

Posted 11/6/2026full-timeRemote • United StatesJunior💰 $45,000 - $68,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in mortgage processes, borrower advocacy, and project management while effectively communicating loan terms and servicing details. Capable of resolving customer inquiries and fostering relationships to ensure borrower satisfaction throughout the loan lifecycle.

Highest-signal resume keywords

Mortgage Lifecycle UnderstandingCustomer Service ExperienceProject Management ExperienceReal Estate Transaction KnowledgeMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Mortgage ProcessingLoan ModificationsBudget ManagementEscrow AnalysisHazard Insurance KnowledgeTax KnowledgeExcel ProficiencyCustomer Interaction DocumentationPayment OperationsServicing Operations

Soft Skills

Relationship BuildingTeam CollaborationProblem SolvingEffective CommunicationAdvocacy

Industry Keywords

Borrower AdvocacyLoan Default PreventionPost-Closing InquiriesPayment SchedulesProject Management Best Practices

About the role

Key responsibilities & impact

Serve as the dedicated point of contact for borrowers throughout their project's lifecycle
Proactively communicate with borrowers about loan terms, servicing processes, and post-closing responsibilities
Monitor project progress and support challenges such as project delays or budget overruns
Investigate and resolve post-closing inquiries and disputes involving servicing, payments, and loan modifications
Advocate for borrowers internally and escalate complex issues to management
Explain statements, payment schedules, online portal access, interest accrual, principal reduction, and payoff statements
Contact at-risk borrowers to prevent loan defaults
Collaborate with servicing, compliance, servicing operations, special servicing, payment operations, and construction teams
Provide feedback on borrower challenges and represent the borrower perspective in internal meetings
Communicate loan status, draw disbursements, and payment reminders
Educate borrowers on post-funding project management best practices and develop resources such as FAQs
Accurately document all customer interactions in the system of record

Requirements

What you’ll need

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 understand the processing steps involved
Ability to build relationships and work closely in a team environment
Ability to understand customer issues and own any issue through resolution
Broad knowledge of real estate transaction methods
Experience with Excel or spreadsheet equivalent knowledge and Microsoft Office
Leadership/team-lead experience preferred
Project management experience preferred
Knowledge of Tax, Escrow Analysis, Mortgage Insurance and Hazard Insurance preferred

Benefits

Comp & perks

$6,000 variable bonus
Medical, Dental, and Vision Insurance: free employee-only coverage; heavily discounted dependent premiums
Health Savings Account (HSA): annual employer contribution of $1,000 for individual coverage and $2,000 for dependents
Short-term and long-term disability insurance
Group life and AD&D insurance with coverage at 1x annual salary
Remote work policy
One-time office setup reimbursement of up to $500 for remote workers
Monthly $85 stipend for internet and phone expenses for remote workers
Commuter benefits contributions for in-office workers
Flexible Time Off with no strict limits, subject to manager approval
Up to 8 weeks of paid medical or caregiver leave
12 weeks of paid maternity/paternity leave
Short-term disability leave for birthing mothers
401(k) plan managed by Fidelity
Company matches 100% of contributions up to 3% of compensation or $8,000, whichever is less
Immediate vesting of all employer contributions
Occasional in-person gatherings for key meetings, training, and team building