Senior Borrower Experience Specialist

Employer Industry: AI Lending Marketplace

• Competitive compensation package including base salary, bonuses, and equity
• Comprehensive medical, dental, and vision coverage with employer contributions to Health Savings Accounts
• Generous 401(k) plan with matching contributions up to $15,000 per year
• Flexible remote work opportunity with occasional in-person collaboration
• Supportive leave programs including parental, family care, and military leave
• Engaging company culture with social activities, employee resource groups, and wellness initiatives

• Analyze quality audits, borrower feedback, and sentiment data to identify systemic issues and operational inefficiencies
• Develop data-driven insights and actionable recommendations to enhance the borrower experience
• Collaborate with Compliance, Legal, Risk, and Operations to ensure efficient and compliant borrower interactions
• Lead initiatives to improve servicing workflows and effectiveness of agents
• Communicate findings and recommendations to cross-functional teams to drive improvements

• 4+ years of experience in process or product improvement, quality assurance, or a related field
• Knowledge of applicable regulations including FCRA, TILA, FDCPA, ECOA, UDAAP, EFTA, BSA/AML, OFAC, GLBA
• Strong verbal and written communication skills with the ability to present information clearly
• Proficiency in Google Workspace tools, particularly Google Forms, Sheets, and Docs
• Proven ability to work accurately and efficiently while managing multiple tasks

• Experience with Fair Lending analysis
• Bilingual in Spanish and English
• Bachelor’s degree (BA/BS)