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