Extend Your Team

Role Description We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people’s assets. Our first product is the world's cheapest credit card – backed by home equity. Using many patented technologies, we sped up a process that usually takes 4-6 weeks and thousands of dollars down to as fast as 15 minutes and $0 to get. Qualifications - A seasoned Team Leader with a passion for Customer Service and top-tier background/training in Customer Service. - At least 10 years (and above) of customer service experience; experience with US mortgage and/or credit card accounts is a plus. - Strong Leadership history and experience; able to drive efficiency and excellent output within the team. - Thrives in a fast-paced environment, able to manage shifting priorities and deadlines. - Proactively identifies and implements changes to improve loan origination workflows. - Strong communication skills to coordinate and work with cross-functional teams effectively; fluency, clarity, and good diction in English is a must. - Exceptional problem-solving and analytical skills for triaging and resolving complex issues. - Strong understanding of Origination processes, including underwriting, processing, and quality control. - Great organizational skills & time management abilities. - Experience using customer and management tools such as ZenDesk, Asana, Amazon Connect. - Detail-oriented skillset; being correct about the details matters in a financial services company. - Bachelor's Degree or comparable work experience in financial services. - Flexibility to work US Pacific time. - Must be presently residing in the Philippines. Company Description We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc. - Our team includes people who have built financial products (Square/CashApp, the earliest CapitalOne credit cards). - Consumer products (Internet.org, Xbox). - Technology infrastructure (Visual Studio, Windows & Azure, helped design the C++ & C# languages). - Mathematics & science infrastructure (computational research at NASA’s JPL). We are missionaries who like to work hard on important problems - and build products that become infrastructure for society. We believe that using technology to lower the cost of capital for consumers is one of these problems - and if we can do it, it could have an infinite impact on people’s lives.

• Responsible for managing complex account servicing tasks related to CH portfolios. • Supports end-to-end account closure processes, insurance management, compliance reviews, payment processing, and escalated customer support functions. • 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. • 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. • 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. • Conduct outbound calls to CH, lenders, and Flood/HOI agencies to resolve issues, obtain documentation, and provide status updates. • Manage and support Level 1 Customer Support Specialists, providing guidance, escalation handling, and quality oversight as needed.

• Responding to customer queries in a timely & effective manner using ZenDesk, Amazon Connect. • Working with customers to resolve issues related to their account, including payments, statements, bugs etc. • Dealing with escalated customers, providing de-escalation pathways, while ensuring their issues are fixed. • Documenting & logging issues (as well as customer compliments & complaints) • Part of a 24/7 Customer Support team

• Responding to customer queries in a timely & effective manner via Zendesk or other customer support tools • Identifying and resolving fraud and risk issues (e.g. account opening / identity theft, account takeover, check kiting, money laundering, etc.) • Thoroughly documenting investigative steps, conclusions, and remediation in addition to customer compliments & complaints • Designing and modifying fraud prevention policy and procedure • Auditing, coaching, and training junior level staff • Collaborating with other departments to process department related tasks • Review customer account opening applications through various fraud software platforms to ensure standards are met • Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems

• Review and underwrite residential mortgage loan applications, including Conventional, FHA/VA, and Non-QM products. • Ensure compliance with TRID guidelines and other loan compliance requirements. • Evaluate and verify borrower documentation such as income, credit, assets, title, and appraisals to confirm accuracy and eligibility. • Apply Agency and Investor guidelines (Fannie Mae, Freddie Mac, HUD, VA) when making underwriting decisions. • Identify potential risks in loan files and provide sound recommendations or solutions. • Maintain adherence to established underwriting policies, procedures, and regulatory standards. • Support the full mortgage life cycle by collaborating with other departments to ensure timely and accurate loan processing.

• Provide live, concierge-style support to customers via phone, chat, and other real-time channels • Guide customers through Aven’s products, processes, and next steps with clarity and confidence • Accurately document customer interactions and outcomes in internal systems • Identify recurring customer questions or friction points and share insights with product and operations teams • Conduct outbound calls to new leads to introduce Aven • Resolves or escalates complaints through appropriate channels • Uphold high standards of professionalism, privacy, and attention to detail when handling sensitive information

• Review and validate all mortgage loan components, including borrower documentation, financial data, and property appraisals. • Ensure all data points and documents in the loan package are accurate, complete, and aligned with Automated Underwriting System (AUS) outputs. • Conduct thorough calculations and validations to ensure the integrity and reliability of the loan package. • Prepare mortgage loan packages with the highest level of accuracy to meet capital market buyer requirements. • Anticipate and address potential discrepancies to avoid investor objections or rejections. • Ensure loan conditions are met and documentation is robust enough to withstand scrutiny from investors or fault-finding reviewers. • Identify and resolve credit issues to minimize risks, ensuring adherence to all regulatory requirements. • Deliver loans without errors, apart from permissible compliance deviations, ensuring investor trust and confidence. • Maintain meticulous documentation for each underwriting decision, creating a transparent audit trail. • Work closely with expeditors, loan officers, and other stakeholders to gather missing documents and resolve inconsistencies. • Communicate underwriting requirements and conditions clearly to ensure all parties are aligned on expectations. • Conduct quality checks on completed loan packages to maintain a 100% error-free standard. • Stay updated on industry guidelines, investor requirements, and regulatory changes to uphold best practices. • Recommend and implement improvements to streamline processes and enhance efficiency.

• Workflow Orchestration: Design and deploy complex, multi-step automations in n8n that integrate with internal financial databases, CRMs (Salesforce/HubSpot), and banking APIs. • AI Agent Development: Build autonomous AI agents using the Gemini API for tasks like document extraction (OCR), financial sentiment analysis, and automated report generation. • Production Reliability: Implement robust error handling, retries, and monitoring to ensure workflows do not "fail silently"—critical for fintech operations. • Data Security: Ensure all automations adhere to strict financial data privacy standards, implementing encryption and secure credential management. • Continuous Optimization: Use AI to analyze existing business processes and suggest "high-leverage" automation opportunities to reduce manual overhead.

• Responding to customer queries in a timely & effective manner via Zendesk or other customer support tools • Documenting & logging issues (as well as customer compliments & complaints) • Work closely with other departments to process department related tasks • Review customer loan applications through various fraud software platforms • Review customer loan application documentation to ensure standards are met • Aid in reviewing company operating procedures to improve internal company processes • Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems

Role Description We are seeking a driven and articulate Business Development Representative to join their growing team. In this role, you will play a key part in expanding the company's national presence by prospecting mortgage lenders and brokers, building and maintaining a robust lead database, and managing outreach efforts through a structured sales cycle. This is an excellent opportunity for a motivated sales professional with strong communication skills and a background in outbound prospecting to make an immediate impact. - Prospect and identify mortgage lenders, brokers, and key decision-makers across the United States to build and grow a nationwide database. - Conduct outbound calls to potential clients, effectively communicating All Pro Appraisal's value proposition. - Research target companies and contacts to support business development efforts. - Manage and maintain accurate CRM records, including logging calls, updating lead statuses, and tracking outreach activity. - Own the full sales cycle: sourcing and downloading leads, making calls, and recording all activity in the CRM. - Collaborate with internal teams to refine outreach strategies and improve conversion rates. Qualifications - Excellent spoken and written English; a neutral, professional accent is essential — candidates must be able to communicate fluently and confidently with U.S.-based clients. - At least 5 years of proven outbound calling and/or sales experience. - Experience managing the full sales cycle (lead research, outbound outreach, CRM documentation). - Proficiency with CRM platforms (Salesforce, HubSpot, Zoho, or similar). - Strong spreadsheet skills (Excel or Google Sheets). - Availability to work U.S. Eastern business hours. - Must be presently residing in the Philippines. Requirements - Experience in mortgage, lending, real estate, appraisal, title, escrow, or banking (preferred). - Spanish/English bilingual skills (preferred).