Essential Job Duties and Responsibilities

HELOC Closing Operations

• Serve as the escalation point for issues arising during remote online notarization (RON) sessions, including investigating the root cause of applicant failures and escalating to the appropriate internal teams or vendors as needed.
• Coordinate with borrowers, notaries, and internal stakeholders to cure closing issues and ensure compliance with state-specific execution requirements.
• Follow up with recording vendors when recordings have not occurred within established service-level timelines and resolve rejected recordings as needed.
• Identify and track trends in recording issues by jurisdiction, surfacing patterns to inform process improvements and vendor management.
• Investigate and resolve issues when booking the account with a servicer.
• Support audits, compliance reviews, and internal reporting related to closing, funding, and recording workflows.

Day-to-Day Operations

• Investigate customer disputes to determine root cause, collaborate with internal teams to identify the appropriate resolution, and respond to the customer with clear and timely communication.
• Respond to customer inquiries related to HELOC card accounts, transactions, and servicing.
• Procure and send out AVM (Automated Valuation Model) upon customer request.
• Investigate errors that occur when creating new customer accounts with key vendors, identify the root cause, and take action to reach resolution, communicating with the customer as needed throughout the process.
• Conduct manual account ownership verification reviews when customer-submitted bank information does not match the account holder’s name on record.
• Partner with the Business Credit Risk team to verify account ownership when a cashout is initiated.

SOP Development & Continuous Improvement

• Define and update standard operating procedures (SOPs) based on common issues identified through day-to-day operations.
• Identify areas that can be further optimized across closing, recording, and operational workflows, and lead the related change management efforts.
• Support general team operations as needed, including responding to internal inquiries, assisting with operational reviews, and contributing to cross-functional initiatives related to HELOC workflows.
• This role will also perform other duties as assigned based on business needs.

Required Skills

• 5+ years of experience in mortgage operations, HELOC operations, or digital lending.
• Strong understanding of mortgage closing and recording processes.
• Experience with remote online notarization (RON).
• Experience resolving post-closing defects and booking discrepancies.
• Experience handling customer disputes, account verification, or fraud-related investigations.
• Experience working with third-party vendors, including notary and recording providers.
• Strong analytical, organizational, and problem-solving skills.
• Comfortable working cross-functionally with product, engineering, compliance, and risk teams in a fast-paced environment.
• Ability to operate independently and build processes from scratch in a greenfield environment.