Product Operations Specialist
About The Position
The Product Operations Specialist is responsible for post-approval HELOC operations at GoodLeap ensuring that all closing steps are completed successfully, HELOCs are closed correctly, and recordings are properly executed. This role also provides day-to-day operational support for a digital HELOC product, covering account verification, vendor issue resolution, customer dispute management, and customer inquiry response and will involve communicating directly with borrowers to drive issue resolution. The role serves as the operational control point across notarization, booking, and recording, and coordinates across multiple vendors to do so. In addition to executing core operations, key attributes for this role include identifying, defining, building, deploying, and executing against all-new SOPs and other related materials to support the launch and ongoing success of the GoodLeap HELOC product. This role will collaborate with internal teams and external vendors to ensure seamless execution across all closing and customer-facing workflows. From pre-launch through sustained product growth, the Product Operations Specialist will serve as a key enabler of continuous improvement, identifying areas that can be further optimized and leading the related change management efforts.
Requirements
- 5+ years of experience in mortgage operations, HELOC operations, or digital lending.
- Strong understanding of mortgage closing and recording processes
- Experience with remote online notarization (RON)
- Experience resolving post-closing defects and booking discrepancies.
- Experience handling customer disputes, account verification, or fraud-related investigations
- Experience working with third-party vendors, including notary and recording providers.
- Strong analytical, organizational, and problem-solving skills.
- Comfortable working cross-functionally with product, engineering, compliance, and risk teams in a fast-paced environment
- Ability to operate independently and build processes from scratch in a greenfield environment
Responsibilities
- HELOC Closing Operations
- Serve as the escalation point for issues arising during remote online notarization(RON) sessions, including investigating the root cause of applicant failures and escalating to the appropriate internal teams or vendors as needed.
- Coordinate with borrowers, notaries, and internal stakeholders to cure closing issues and ensure compliance with state-specific execution requirements.
- Follow up with recording vendors when recordings have not occurred within established service-level timelines and resolve rejected recordings as needed.
- Identify and track trends in recording issues by jurisdiction, surfacing patterns to inform process improvements and vendor management.
- Investigate and resolve issues when booking the account with a servicer.
- Support audits, compliance reviews, and internal reporting related to closing, funding, and recording workflows.
- Day-to-Day Operations
- Investigate customer disputes to determine root cause, collaborate with internal teams to identify the appropriate resolution, and respond to the customer with clear and timely communication.
- Respond to customer inquiries related to HELOC card accounts, transactions, and servicing.
- Procure and send out AVM (Automated Valuation Model) upon customer request.
- Investigate errors that occur when creating new customer accounts with key vendors, identify the root cause, and take action to reach resolution, communicating with the customer as needed throughout the process.
- Conduct manual account ownership verification reviews when customer-submitted bank information does not match the account holderâs name on record.
- Partner with the Business Credit Risk team to verify account ownership when a cashout is initiated.
- SOP Development & Continuous Improvement
- Define and update standard operating procedures (SOPs) based on common issues identified through day-to-day operations.
- Identify areas that can be further optimized across closing, recording, and operational workflows, and lead the related change management efforts.
- Support general team operations as needed, including responding to internal inquiries, assisting with operational reviews, and contributing to cross-functional initiatives related to HELOC workflows.
- This role will also perform other duties as assigned based on business needs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
