Lead Borrower Success Associate

📋 Description

• Serve as SME across servicing ops, guiding frontline teams on workflows.
• Monitor workflows, queue health, and backlogs to spot risks and boost responsiveness.
• Investigate and resolve complex borrower escalations while balancing experience and compliance.
• Partner with Ops, Loss Mitigation, Collections, Onboarding to improve workflows.
• Identify process gaps and inefficiencies; recommend scalable solutions and tooling.
• Maintain and improve process documentation and knowledge resources for consistency.

🎯 Requirements

• 4+ years in operations, servicing, or workflow management in fast-paced settings.
• Partner with Loss Mitigation, Collections, Onboarding, and Ops to improve processes.
• Experience managing escalations, workflows, backlog monitoring, or case management.
• Experience using a CRM/workflow system to manage borrower interactions.
• Experience creating or maintaining process documents, procedures, or workflows.
• Knowledge of servicing ops, financial services, or borrower support environments.

🎁 Benefits

• Competitive compensation with base pay, bonus, and quarterly equity.
• 401(k) with company match.
• ESPP with discounted stock options (US only).
• Comprehensive medical, dental, and vision coverage.
• Health Savings Account contributions for eligible plans.
• Wellness and productivity allowances to support growth.