Mortgage Closing Coordinator (US)

Extend Your Team; Manila; Remote; PHP 612,000 - 700,000; Full time

Benefits offered by this job

HMO

Internet stipend

Laptop provided

PTO (paid time off)

Maternity leave

Job summary

Extend Your Team is seeking a candidate in the Philippines to coordinate with third-party vendors and assist customers through the mortgage application flow. You will respond to inquiries via ZenDesk and other tools, documenting issues and successes for continuous improvement.

Required is strong front-facing customer service experience, English fluency, and a solid understanding of US mortgage documents and underwriting tasks.

Qualifications

• Extensive front-facing customer service experience
• Experience coordinating with Third-Party vendors
• Fluency and clear diction in English
• Bachelor's degree or equivalent in financial services

Responsibilities

• Coordinate with third-party vendors while interacting with customers
• Respond to customer queries via ZenDesk, Amazon Connect or similar tools
• Document and log issues, compliments and complaints
• Assist customers through our application flow when required
• Track customer experiences across online and offline channels using logs and CRM

Skills

Customer service

Excellent communication

English fluency

Organizational skills

Problem solving

Education

Bachelor's degree or comparable work experience in financial services

Tools

ZenDesk

Google Drive

Email

Job description

About Us (Client Profile)

We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people’s assets. Our first product is the world's cheapest credit card – backed by home equity. Using many patented technologies, we sped up a process that usually takes 4-6 weeks and thousands of dollars down to as fast as 15 minutes and $0 to get.

Who are we?

We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc.

Our team includes people who have built:

• Financial products (Square/CashApp, the earliest CapitalOne credit cards)
• Consumer products (Internet.org, Xbox)
• Technology infrastructure (Visual Studio, Windows & Azure, helped design the C++ & C# languages)
• Mathematics & science infrastructure (computational research at NASA’s JPL)

We are missionaries who like to work hard on important problems - and build products that become infrastructure for society. We believe that using technology to lower the cost of capital for consumers is one of these problems - and if we can do it, it could have an infinite impact on people’s lives.

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.

Responsibilities:

• We are looking for someone who has experience coordinating with Third-Party vendors while also interacting with customers, answering questions and assisting in scheduling
• Responding to customer queries in a timely & effective manner via ZenDesk, Amazon Connect or other customer support tools
• Documenting & logging issues (as well as customer compliments & complaints)
• Working with customers to help them go through our application flow when required
• Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems

Qualifications

• Experience coordinating with Third-Party vendors
• Extensive experience in front-facing customer service
• Experience with closing for US mortgage loan origination
• Experience with US mortgage document handling, title knowledge
• Familiarity with US mortgage loan documents, deeds, or similar documents
• At least 2 years (and above) of experience under a US Mortgage account handling Loan Origination or Underwriting specific tasks
• Experienced in customer-facing roles in a loan or mortgage account
• Superb communication, collaboration, and problem-solving skills.
• Proficiency, speed, and accuracy in written communication.
• Fluency, clarity, and good diction in English
• Great organizational skills & time management abilities
• Experience using customer communication tools (ZenDesk), task management tools, Google Drive, and Email.
• Detail-Oriented - we’re a financial services company so being correct about the details matter
• Bachelor's Degree or comparable work experience in financial services
• Flexibility to work US Pacific time 9 AM to 6 PM (with a 1-hour break time in between)
• Must live in the Philippines

***Due to the volume of applications we receive, only qualified candidates will be contacted.

***USD 7-8/hr (Pay is commensurate to experience), HMO, HMO dependent/Internet, PTO, Laptop provided, Maternity leave**