Kiavi · 12 hours ago
Borrower Advocate
United States
Full-time
Remote
Entry Level
$45K/yr - $68K/yr
1+ years expKiavi is one of the nation’s largest private lenders to residential real estate investors, committed to helping revitalize U.S. housing stock. The Borrower Advocate will serve as the primary contact for borrowers, ensuring a seamless mortgage experience and proactive communication throughout the loan lifecycle.
Financial ServicesFinTechLendingReal EstateReal Estate Investment
Responsibilities
Proactively communicate with a pipeline of borrowers, ensuring they have a clear understanding of their loan terms, servicing processes, and post-closing responsibilities
Monitor project progress from the borrower's perspective and provide support for challenges like project delays or budget overruns
Investigate and resolve all post-closing borrower inquiries and disputes related to servicing, payments, and loan modifications. Advocate for the borrower's needs internally, escalating complex issues to management as needed
Help borrowers understand their statements, payment schedules, and online portal access. Address questions related to interest accrual, principal reduction, and payoff statements
Proactively reach out to at-risk borrowers to prevent loans from defaulting. Collaborate with servicing and compliance teams to develop and implement default prevention strategies
Work closely with cross-functional teams (e.g., servicing operations, special servicing, payment operations, construction) to ensure a cohesive borrower experience. Provide feedback on common borrower challenges to improve processes and represent the borrower's perspective in internal meetings
Provide clear and concise communication regarding loan status, draw disbursements, and payment reminders. Educate borrowers on best practices for managing their projects post-funding and develop helpful resources like FAQs
Accurately document all customer interactions in the system of record
Qualification
Required
Bachelor's degree
Minimum 1 year of mortgage-related collection, customer service, or sales experience
Clearly communicate the life-cycle of a mortgage from start to finish and have knowledge of the processing steps involved
Build relationships and work closely in a team environment
Ability to understand customer issues and own any issue through resolution
Possess broad knowledge of real estate transaction methods
Preferred
Leadership/team-lead experience
Project management experience
Experience with Excel or spreadsheet equivalent knowledge, Microsoft Office
Knowledge of Tax, Escrow Analysis, Mortgage Insurance and Hazard Insurance
Benefits
Medical, Dental, and Vision Insurance: Kiavi offers free employee-only coverage for medical, dental, and vision plans. Dependents receive a heavily discounted premium, competitively placed in the 90th percentile for cost.
Health Savings Account (HSA): For those enrolled in a High Deductible Health Plan (HDHP), Kiavi provides an annual employer contribution to HSAs: $1,000 for individual coverage and $2,000 for dependents.
Disability and Life Insurance: Immediate access to short-term and long-term disability insurance, as well as group life and AD&D insurance, with coverage at 1x annual salary.
Remote Work Policy: Kiavi supports working remotely for day to day activities for most roles and occasionally may ask employees to gather in person for key meetings, training, team building etc. For remote workers, Kiavi offers a one-time office setup reimbursement of up to $500 and a monthly $85 stipend for internet and phone expenses. For in-office workers, Kiavi offers employer contributions to commuter benefits account, either for parking or public transportation.
Flexible Time Off: Employees are empowered to manage their own time off, with no strict limits, as long as it's approved by their manager.
Paid Leaves: Up to 8 weeks of paid leave for medical or caregiver purposes, and 12 weeks of paid maternity/paternity leave. Short-term disability leave is also available for birthing mothers.
401(k) & Company Match: A 401(k) plan managed by Fidelity, with Kiavi matching 100% of contributions up to 3% of compensation or $8,000 (whichever is less). All employer contributions are immediately vested.
Company
Kiavi
Kiavi is a tech-enabled lender that provides residential real estate investors with financing solutions for property investments.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$1.5BKey Investors
Benefit Street PartnersMoatableRibbit Capital
2025-08-26Debt Financing· $400M
2025-02-13Debt Financing· $300M
2024-10-16Debt Financing· $400M
Leadership Team
James Herbert
Co-Founder, Board Member
Tim Lawlor
CFO
Recent News
HousingWire.com
2025-12-18
2025-11-11
Company data provided by crunchbase