Mortgage Flood Insurance Customer Support

About the Company:

We have invented a new credit card powered by an advanced asset-securing platform that enables us to offer much lower APRs to consumers. Our team is a combination of deep technology (Microsoft, Google, Facebook), and finance (Nubank, Goldman Sachs, Square, Carta, SoFi) executives. Our Seed round was led by Max Levchin and our Series A by Founders Fund - with participation in both rounds by Sequoia, NYCA, and others.

Our work involves building the world’s first completely autonomous asset-securing process, world-class risk models for underwriting, and an incredibly smooth & efficient product experience for consumers to apply, activate, and manage their credit cards.

We’re looking for detail-oriented, driven, and intuitive operations specialists who want to work with intelligent, motivated, intense, and interesting people to support the company in its goal of offering cutting-edge products and excellent customer service to its clients.

Cultural Values:

1. Depth and rigor of thought - We try to be rigorous in our thinking & dive into the details.

2. Minimalist - We are spartan in our design, in our code, and even in our processes.

3. Speed of execution - We move fast & value decisiveness. We think speed drives quality.

Job Summary

Responsible for managing complex account servicing tasks related to CH portfolios. This role supports end-to-end account closure processes, insurance management, compliance reviews, payment processing, and escalated customer support functions. The position requires strong attention to detail, cross-functional communication, and the ability to manage time-sensitive and audit-sensitive requests.

Responsibilities:

Back-End & Account Servicing

• 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.

Reconveyance & Compliance

• 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.

Insurance Management

• 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.

Outbound & Stakeholder Communication

• Conduct outbound calls to CH, lenders, and Flood/HOI agencies to resolve issues, obtain documentation, and provide status updates.

Customer Support Oversight

• Manage and support Level 1 Customer Support Specialists, providing guidance, escalation handling, and quality oversight as needed.

Qualifications:

• At least 5 years of experience in mortgage servicing, loan operations, insurance servicing, or financial services preferred.

• Strong knowledge of account closure, payoff processing, reconveyance, and insurance renewals.

• Familiarity with compliance concepts such as OFAC and audit processes is a plus.

• Strong attention to detail and ability to manage multiple priorities.

• Excellent verbal and written communication skills.

• Proficiency with internal servicing systems and ticketing platforms.

• Must be from the Philippines

• Can work Pacific Standard Timezone

Work Setup

• Permanent work-from-home/ remote

• US Business Hours (Pacific Time)

• Occasional weekend work depending on business needs

What's in it for you?

• HMO coverage

• Internet allowance (up to $50/month for a 30 Mbps+ connection)

• Option to add one dependent to your HMO if you waive the internet allowance

• Equipment provided— we’ll ship it to you after background check clearance.

Additional Information

• Compensation paid twice a month, deposited in your bank account — no delays!

• We use a time tracking application (Time Doctor)

• We pay on an hourly basis in USD