Customer Care Specialist

Kiavi

Customer Care Specialist supporting residential real estate investors with mortgage payments, modifications, refinances, and payoffs. Resolving borrower inquiries for Kiavi, a technology-enabled private lender.

Posted 8/20/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $40,000 - $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in resolving customer inquiries related to mortgage loans, with a strong ability to build relationships and collaborate effectively within a team. Proficient in documenting interactions and processing transactions associated with mortgage services.

Highest-signal resume keywords

Bachelor’s DegreeCustomer Issue ResolutionKnowledge of TCPA, FDCPA, and CFPB GuidelinesExperience with SalesforceExcel Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Mortgage Loan ProcessingTransaction ManagementSecure Identity VerificationTax and Escrow AnalysisLoan ModificationsRefinancesPayment ProcessingHazard Insurance Knowledge

Soft Skills

Relationship BuildingTeam CollaborationProblem SolvingCustomer Service

Tools & Technologies

SalesforceMicrosoft OfficeKiavi’s System of Record

Industry Keywords

Mortgage IndustryCustomer InquiriesPayment AccountsDefault Risk Management

About the role

Key responsibilities & impact

Resolve incoming customer inquiries and requests related to mortgage loans
Reach out to borrowers to resolve issues with payments and payment accounts
Work with servicing teams to identify borrowers at risk of default and determine the best approach
Document all customer interactions in Kiavi’s system of record
Process payoff and verification of mortgage
Complete transactions associated with monthly payments, loan modifications, refinances, and payoffs
Serve as the first point of contact for customers and handle incoming inquiries and requests

Requirements

What you’ll need

Bachelor’s Degree
Ability to build relationships and work closely in a team environment
Ability to understand customer issues and own each issue through resolution
Knowledge of Excel or equivalent spreadsheet experience and Microsoft Office
Knowledge of TCPA, FDCPA, and mortgage-related CFPB guidelines preferred
Knowledge of tax, escrow analysis, mortgage insurance, and hazard insurance is a plus
Experience with Salesforce or a related platform is a plus
Completion of secure identity verification using biometric and device validation
Employment eligibility verification for all new hires via E-Verify

Benefits

Comp & perks

Medical, Dental, and Vision Insurance: free employee-only coverage; heavily discounted dependent premiums
Health Savings Account (HSA) with annual employer contributions 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
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 match of 100% of contributions up to 3% of compensation or $8,000, whichever is less
Immediate vesting of employer contributions
Competitive benefits and perks