Servicing Operations Coordinator II
New
P
PointHome equity servicing
This is a remote position. However, candidates must reside in one of Point’s states of operation: AL, AR, AZ, CA, CO, CT, DC, FL, GA, IL, KS, KY, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI.Full-Time
Salary58,900 - 65,100 USD per year
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Job Details
- Required Skills
- Problem SolvingCustomer service
Requirements
- High school diploma or equivalent required.
- Strong ownership and accountability, with the ability to work independently and solve problems.
- Excellent communication skills and confidence supporting homeowners by phone and email, including in escalated situations.
- A customer-focused, solutions-oriented approach that balances operational efficiency with empathy.
- Ability to navigate ambiguity and complex servicing situations in a fast-paced environment.
- Ability to collaborate across teams to resolve issues and support homeowners.
- Proactive approach to identifying knowledge gaps, training needs, and opportunities to improve servicing quality and workflows.
- College degree in business, finance, or a related field preferred.
- Strong understanding of mortgage servicing operations and homeowner servicing processes preferred.
- Familiarity with mortgage servicing regulations and consumer protection requirements, including RESPA, TILA, FDCPA, HPA, the SAFE Act, and UDAAP preferred.
Responsibilities
- Respond to homeowner inquiries about Home Equity Investments by phone, email, and internal servicing channels.
- Handle escalated servicing requests involving payoffs, appraisal reviews, title questions, sales transactions, and disputes.
- Make outbound calls to homeowners, real estate agents, escrow and title companies, insurance providers, and local counties to resolve servicing matters.
- Review and process servicing documents, including valuation reports, sales contracts, payoff requests, insurance documents, and authorization forms.
- Analyze sales contracts, appraisals, title information, and supporting documentation for accuracy, completeness, and servicing risks.
- Support payoff and property sale workflows while meeting servicing timelines and operational requirements.
- Investigate and resolve servicing exceptions, discrepancies, and operational issues.
- Identify process improvements and provide feedback on servicing workflows, tools, and operational efficiency.
- Use Point’s servicing systems and operational tools to maintain accurate records and documentation.
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