Job Description

About Unlock

Unlock’s mission is to unleash the power of home equity to enrich people’s lives. We do this through a financial solution called a Home Equity Agreement or HEA, an entirely new way to access and utilize home equity. We’re not a lender, so there are no interest charges or monthly payments and homeowners with poor credit or high levels of debt can still qualify. We're beyond passionate about helping our customers build greater financial resiliency. We are mission driven, consumer centric and our products are designed for the way homeowners want to live their lives today - with flexibility and control.

About the role

The Servicing Representative involves resolving customer inquiries, coordinating with title agents, escrow officers, and loan officers to ensure smooth transactions, and managing complex servicing cases such as refinances, property sales, and buyouts. Additionally, the associate will monitor homeowner financial health, support intervention campaigns, and ensure compliance with servicing guidelines. They will also contribute to workflow enhancements, CRM system improvements, and data analysis to optimize processes and customer satisfaction.

What you'll do

• End-to-end ownership of standard servicing events such as refinances, owner buyouts, and home sales to ensure an exceptional customer experience and accurate recoupment of settlement funds.
• Research, analyze, and resolve customer inquiries related to mortgage operations and Home Equity Agreements via phone and email.
• Oversee and enhance workflows, optimizing processes for efficiency, reducing resolution times, and ensuring accurate payoff demands for refinance, property sales, and buyout events.
• Coordinate and maintain productive relationships with internal and external stakeholders, customers, heirs, trustees, title agents, escrow officers, and loan officers.
• Monitor homeowner financial health, leveraging credit and lien monitoring to support intervention campaigns and financial stability efforts including monitoring mortgage, property tax, and HOA payment status.
• Ensure compliance with all policies, regulations, and servicing guidelines, including communication protocols for non-performing assets.
• Utilize data analytics and performance metrics to monitor trends, track Key Performance Indicators (KPIs), and drive decision-making.
• Oversee and optimize servicing tools, including CRM, CX platforms, chat, and telephone systems, while contributing to system enhancements and quality control.
• Implement strategies to enhance customer satisfaction and service quality, ensuring continuous improvement in servicing operations.

What we're looking for

• High school diploma or equivalent required.
• 1+ years experience in FinTech operations, preferably in mortgage operations, title, escrow, or appraisal.
• Strong oral and written communication skills, with a talent for building rapport and effectively communicating complex financial information.
• High attention to detail and ability to manage high volumes of work.
• Ability to balance customer needs and investor requirements, providing optimal outcomes.
• A collaborative spirit, both in supporting teammates and in seeking support when necessary.
• A proactive approach to responsibilities, ensuring tasks are completed efficiently and effectively.
• Experience with Home Equity Agreements or alternatives to traditional mortgages is a plus.
• Hybrid role: must be able to work onsite at our Tempe, AZ office Mondays and Wednesdays.

What we offer

• Discretionary time off for rest and recharge
• Comprehensive health plans covering medical, dental, and vision, fully funded by us
• 4% employer match to your 401(k) contributions

Target compensation is $32.00 - $34.00 per hour. Actual compensation varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, Unlock’s Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, and paid time off.

Unlock is an equal opportunity employer. We evaluate qualified applicants without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.