[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.ResponsibilitiesInvestigates and resolves complex customer issues and escalations by analyzing customer account history and vendor dataIdentifies root causes of customer issues and applies investor guidelines, company policies, and servicer/vendor procedures to navigate a solutionMonitors customer activity for continued compliance to loan agreementEnsures the timely and successful resolution of customer concerns while maintaining a high level of customer satisfactionProactively identifies emerging risks related to business activities and ensures effective reporting to managementContributes to process improvement and redesigns initiatives to enhance customer experience and operational efficiencyAdheres to written risk and compliance policies and procedures related to customer interactions and account managementConducts proactive outbound calls to customers to obtain necessary documentation and prevent account defaultsPerforms other duties as assignedSkillsMinimum 5 years of experience in customer serviceStrong problem-solving and analytical abilities to interpret complex customer concerns and provide solutionsAbility to conduct research and risk analysis, identifying and mitigating potential financial or compliance risksProficiency in Microsoft Office Suite (Excel, Word, Outlook)Excellent written and verbal communication skills, with the ability to simplify complex issues for customer and internal teamsStrong ability to identify and contribute to process improvements that enhance operational efficiencyAbility to take initiative, work autonomously, and drive projects forward to completionHigh School Diploma or GEDBenefitsHealthDentalVisionLife insurancePaid time-off benefitsFlexible spending account401(k) with employer matchESPPCompany OverviewFinance of America offers innovative retirement financing solutions that are reshaping what financial security and flexibility look like for the modern retiree. It was founded in 2013, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is http://www.financeofamerica.com.