Mortgage Flood Insurance Customer Support

Job description

**About the Company:** We have invented a new credit card powered by an advanced asset-securing platform that enables us to offer much lower APRs to consumers. Our team is a combination of deep technology (Microsoft, Google, Facebook), and finance (Nubank, Goldman Sachs, Square, Carta, SoFi) executives. Our Seed round was led by Max Levchin and our Series A by Founders Fund - with participation in both rounds by Sequoia, NYCA, and others. Our work involves building the world’s first completely autonomous asset-securing process, world-class risk models for underwriting, and an incredibly smooth & efficient product experience for consumers to apply, activate, and manage their credit cards. We’re looking for detail-oriented, driven, and intuitive operations specialists who want to work with intelligent, motivated, intense, and interesting people to support the company in its goal of offering cutting-edge products and excellent customer service to its clients. **Cultural Values:** 1. Depth and rigor of thought - We try to be rigorous in our thinking & dive into the details. 2. Minimalist - We are spartan in our design, in our code, and even in our processes. 3. Speed of execution - We move fast & value decisiveness. We think speed drives quality. **Job Summary** Responsible for managing complex account servicing tasks related to CH portfolios. This role supports end-to-end account closure processes, insurance management, compliance reviews, payment processing, and escalated customer support functions. The position requires strong attention to detail, cross-functional communication, and the ability to manage time-sensitive and audit-sensitive requests. **Responsibilities:** **Back-End & Account Servicing** - Review, manage, and resolve CH Back-End–tagged tickets in a timely and accurate manner. - Assist with payoff quote requests from CH and lenders. - Process account closure endorsements end-to-end, including both Self-Serve and internal requests. - Handle account-closing–related unblock requests. - Post manual payments accurately and in compliance with internal controls. **Reconveyance & Compliance** - Prepare bi-weekly reconveyance requests for audit review. - Submit bi-weekly reconveyance requests to ProTitle following audit approval. - Review and clear OFAC-blocked LIDs in accordance with regulatory requirements. **Insurance Management** - Manage flood insurance renewals and Letters of Lender (LOL) end-to-end. - Manage Homeowners Insurance (HOI) renewals end-to-end for condo accounts. - Coordinate with Flood and HOI agencies to resolve coverage, renewal, and compliance issues. **Outbound & Stakeholder Communication** - Conduct outbound calls to CH, lenders, and Flood/HOI agencies to resolve issues, obtain documentation, and provide status updates. **Customer Support Oversight** - Manage and support Level 1 Customer Support Specialists, providing guidance, escalation handling, and quality oversight as needed. ## **Qualifications:** - At least 5 years of experience in mortgage servicing, loan operations, insurance servicing, or financial services preferred. - Strong knowledge of account closure, payoff processing, reconveyance, and insurance renewals. - Familiarity with compliance concepts such as OFAC and audit processes is a plus. - Strong attention to detail and ability to manage multiple priorities. - Excellent verbal and written communication skills. - Proficiency with internal servicing systems and ticketing platforms. - Must be from the Philippines - Can work Pacific Standard Timezone **Work Setup** - Permanent work-from-home/ remote - US Business Hours (Pacific Time) - Occasional weekend work depending on business needs **What's in it for you?** - HMO coverage - Internet allowance (up to $50/month for a 30 Mbps+ connection) - Option to add one dependent to your HMO if you waive the internet allowance - Equipment provided— we’ll ship it to you after background check clearance. **Additional Information** - Compensation paid twice a month, deposited in your bank account — no delays! - We use a time tracking application (Time Doctor) - We pay on an hourly basis in USD