[Remote] Single Point of Contact - Customer Service

Note: The job is a remote job and is open to candidates in USA. Finance of America helps homeowners 55+ access the equity they’ve built while staying in full control of their home and their financial future. The role involves serving as the dedicated Single Point of Contact, building strong relationships with customers, and ensuring high-quality service while addressing their needs and concerns.

Responsibilities

• Investigates and resolves complex customer issues and escalations by analyzing customer account history and vendor data
• Identifies root causes of customer issues and applies investor guidelines, company policies, and servicer/vendor procedures to navigate a solution
• Monitors customer activity for continued compliance to loan agreement
• Ensures the timely and successful resolution of customer concerns while maintaining a high level of customer satisfaction
• Proactively identifies emerging risks related to business activities and ensures effective reporting to management
• Contributes to process improvement and redesigns initiatives to enhance customer experience and operational efficiency
• Adheres to written risk and compliance policies and procedures related to customer interactions and account management
• Conducts proactive outbound calls to customers to obtain necessary documentation and prevent account defaults
• Performs other duties as assigned

Skills

• Minimum 5 years of experience in customer service
• Strong problem-solving and analytical abilities to interpret complex customer concerns and provide solutions
• Ability to conduct research and risk analysis, identifying and mitigating potential financial or compliance risks
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
• Excellent written and verbal communication skills, with the ability to simplify complex issues for customer and internal teams
• Strong ability to identify and contribute to process improvements that enhance operational efficiency
• Ability to take initiative, work autonomously, and drive projects forward to completion
• High School Diploma or GED

Benefits

• Health
• Dental
• Vision
• Life insurance
• Paid time-off benefits
• Flexible spending account
• 401(k) with employer match
• ESPP

Company Overview