LeadBorrowerSuccessAssociate

## Accountabilities Serve as a senior operational expert across servicing workflows, supporting frontline teams with guidance, escalation handling, and issue resolution. Monitor queues, backlog trends, and operational health metrics to proactively identify risks and inefficiencies. Investigate and resolve complex borrower escalations while balancing compliance requirements, borrower experience, and business priorities. Partner with cross-functional teams including operations, onboarding, collections, and loss mitigation to improve workflows and remove blockers. Identify process gaps and recommend scalable improvements, automation opportunities, and tooling enhancements. Maintain and update operational documentation, SOPs, and training resources to ensure consistency and clarity across teams. Support borrower-facing operations across multiple channels as needed, ensuring high-quality service delivery. Leverage operational data and insights to prioritize work and continuously improve servicing performance. Requirements 4–6+ years of experience in operations, servicing, customer support, or workflow/case management in a fast-paced environment. Experience working cross-functionally with operations, collections, onboarding, or similar teams in complex workflows. Strong experience handling escalations, backlog management, and operational issue resolution. Familiarity with CRM or workflow management systems and operational tooling environments. Ability to analyze data, identify root causes, and translate insights into process improvements. Experience creating or maintaining process documentation, SOPs, or operational playbooks. Strong communication skills with the ability to explain complex issues clearly to both technical and non-technical stakeholders. Highly organized, adaptable, and comfortable managing competing priorities in ambiguous environments. Experience acting as a subject matter expert or informal operational lead is strongly preferred. Benefits Competitive co