Vontive is a growing FinTech company focused on leveraging our proprietary technology to make accessing capital fast and simple for real estate investors involved in fix-and-flip projects or rental properties purchases. Vontive is working to streamline and productize every aspect of the workflow, and has recently brought loan servicing in-house. As such, much of the day-to-day responsibilities involve interfacing with legacy formats and processes, with a significant portion also going toward implementing our vision for the future.
The Servicing Analyst role is an excellent entry point for someone looking to apply client service skills and project management skills within a fintech startup. This role combines day-to-day servicing tasks with longer-term process improvement initiatives. You’ll collaborate closely with cross-functional teams including Capital Markets, Accounting, and Product to not only solve operational challenges but also shape the future of our servicing platform.
Responsibilities
- Perform a range of loan servicing tasks: ACH setup, payment processing, payoff review, lien release submissions, overcharge reimbursements, mortgage verifications, county tax payment verifications, and property insurance renewals.
- Monitor servicing inboxes and respond to borrower and third-party inquiries in a timely, professional manner.
- Prepare payoff demand statements for internal loans and review third-party payoff demands for transferred loans.
- Troubleshoot borrower issues such as failed payments, online account access, ACH changes, force-placed insurance cases, and referrals to third-party servicers.
- Address insurance and property tax inquiries for both escrowed and non-escrowed loans.
- Resolve borrower concerns by investigating root causes, providing clear solutions, and following through until full resolution.
- Accurately document all borrower interactions within our mortgage servicing system.
- Ensure all borrower’s issues and complaints are resolved in a timely manner.
- Handle inbound borrower calls and conduct outreach to resolve delinquency-related matters.
- Provide feedback on servicing software tools and features to support ongoing product development.
Qualifications
- Bachelor's degree or equivalent experience.
- Exceptional customer service skills and the ability to build relationships with clients.
- Understand loan transaction history inquiry, including payment activity, escrow disbursements, rate and P&I changes, fee assessments, and payment reversals.
- Previous loan servicing experience is preferable.
- Comfortable with simple data modeling in Excel.
- Strong writing and verbal skills for effective communication with the borrowers.
- Passion for following established processes but motivated to drive improvements.
- Obsessive attention to detail and receptive to constructive feedback.
Location
San Antonio, TX (Hybrid)
Target Compensation
$40,000 - $55,000 per year