Borrower Advocate

About Kiavi

Kiavi is a major private lender serving residential real estate investors across the United States. The company uses data and technology to make access to capital faster, simpler, and more dependable for customers building and scaling their businesses. It was formerly known as LendingHome and supports the effort to restore aging U.S. housing stock into move-in-ready homes and rental properties for millions of Americans.

With a team of 500+ employees, Kiavi has earned recognition from organizations and publications including Forbes Fintech 50, Finovate Awards, Best Digital Mortgage Platform, and Fast Company’s Most Innovative Companies.

• $30 billion in loans funded
• 100,000+ home projects financed nationwide
• Lending in 49 states plus Washington, D.C.
• Over 500 employees with competitive benefits and perks

Work Arrangement

This role may be performed remotely from any approved hiring region. Kiavi follows a hybrid-distributed workforce model that allows team members to work from the location that suits them best while still bringing people together occasionally for meetings, training, or team-building.

Identity Verification

All candidates must complete a secure identity verification step as part of the hiring process. This verification uses biometric and device validation to confirm identity and liveness, and all information is handled securely under the company privacy policy.

Role Overview

The Servicing Team is the main contact point for customers after a loan has been approved. The team’s focus is to create a strong mortgage experience and encourage repeat business. As a Borrower Advocate, you will serve as the dedicated contact for borrowers, building trust-based relationships and helping ensure a smooth experience throughout the life of each project. You will review loan status, reduce the likelihood of delinquency by reaching out proactively, and work toward outcomes that are beneficial for both the borrower and Kiavi.

Key Responsibilities

• Maintain ongoing communication with a portfolio of borrowers so they understand loan terms, servicing steps, and what they must do after closing.
• Track project progress from the borrower’s point of view and assist when issues such as delays or budget overruns arise.
• Review and resolve post-closing questions or disputes tied to servicing, payments, and loan changes, while escalating complex matters when necessary.
• Support borrowers with statements, payment timing, portal access, and questions about interest, principal reduction, and payoff figures.
• Contact borrowers who may be at risk of default and partner with servicing and compliance teams on prevention actions.
• Coordinate with internal teams such as servicing operations, special servicing, payment operations, and construction to deliver a consistent borrower experience.
• Share recurring borrower pain points internally and help improve workflows and internal processes.
• Communicate loan status updates, draw disbursements, and payment reminders clearly and accurately.
• Teach borrowers how to manage projects after funding and help create reference materials such as FAQs.
• Keep complete and accurate records of all borrower interactions in the official system.

Qualifications

• A bachelor’s degree is required.
• At least 1 year of experience in mortgage-related collections, customer service, or sales.
• Ability to explain the mortgage lifecycle end to end and understand the steps involved in processing.
• Strong relationship-building skills and comfort working in a team setting.
• Capability to understand customer concerns and see issues through to resolution.
• Working knowledge of real estate transaction methods.
• Leadership or team lead experience is preferred.
• Project management experience is preferred.
• Comfort using Excel or similar spreadsheet tools, along with Microsoft Office.
• Familiarity with tax, escrow analysis, mortgage insurance, and hazard insurance is preferred.

Compensation

The expected annual base salary for this remote full-time role is $45,000 to $68,000, plus a $6,000 variable bonus and benefits. Starting pay will depend on skills, experience, qualifications, work location, and market conditions. The base salary range shown does not include the value of bonus or benefits.

Benefits and Perks

• Medical, dental, and vision coverage, including free employee-only medical, dental, and vision plans.
• Heavily subsidized dependent coverage, positioned in the 90th percentile for cost.
• Health Savings Account support for eligible employees, with $1,000 annual employer contribution for individual coverage and $2,000 for dependents.
• Short-term and long-term disability coverage, plus group life and AD&D insurance at 1x annual salary.
• Remote work support, including a one-time office setup reimbursement of up to $500 and a monthly $85 allowance for internet and phone expenses.
• Flexible time off with no strict cap, subject to manager approval.
• Paid leave benefits, including up to 8 weeks for medical or caregiver reasons and 12 weeks for maternity or paternity leave.
• 401(k) plan with Fidelity and company match of 100% of contributions up to 3% of compensation or $8,000, whichever is lower, with immediate vesting of employer contributions.

Additional Information

Kiavi warns candidates to stay alert for recruitment fraud. Official hiring communications will come only from company email addresses ending in @kiavi.com or @lendinghome.com. The company will never request payment, never use WhatsApp for hiring, and will not ask for personal information through text messages. Candidates are encouraged to verify any official careers page details if they have concerns.

Kiavi is an equal opportunity employer. The company also follows the San Francisco Fair Chance Ordinance, Police Code Article 49, and uses E-Verify to confirm the identity and work eligibility of all new hires.