Responsibilities
- Process applications as assigned.
- Handle Applicant calls with care, accuracy, and urgency - demonstrating our core values of Love, Trust, and Hustle in every interaction to ensure applicants feel supported and informed.
- Review, validate, and process critical documents such as proof of income and identification, to ensure compliance, authenticity, and accuracy prior to decisioning.
- Daily follow-up outreach (phone call and email) to applicants whose applications are pending documentation or information to be approved.
- Reviewing applications in their active pipelines that have received new documentation or other information provided by the applicant.
- Follow-up on applications that have been escalated for Fraud Team review and have not been responded to within 24 hours.
- Adhere to Genesys schedule for breaks, lunches and other assigned activities.
- Maintain high levels of efficiency, quality, and speed while reviewing loan applications, ensuring deadlines and SLAs are consistently met without increasing risk exposure
- Proactively identify potential risks, inconsistencies, or fraud indicators within applications and take appropriate action to mitigate exposure
- Collaborate cross-functionally with fraud, BPO, and operations teams to ensure alignment on processes, procedures, and decisioning
- Identify process gaps or inefficiencies and propose actionable solutions to improve workflow, scalability, and overall performance
- Contribute to continuous improvement initiatives by sharing feedback, trends, and insights from day-to-day processing activities
- Monitor and quickly respond to Slack updates and follow-up requests.
- Attend Team Huddles, meetings and training as scheduled.
- Complete all BVS training assignments as required by the Compliance Team.
- Review QA scorecards and dispute findings as needed.
Requirements
- 2+ years of experience working in a loan origination environment
- Comfortable handling large application volumes while maintaining accuracy
- Comfortable juggling application/case work with inbound phone calls
- Strong attention to detail and time management.
- Clear written and verbal communication.
- Adaptability to changing priorities and process updates.
- Team collaboration and accountability.
- Problem solving and escalation judgment.
- A positive, can-do mindset and curiosity about how your work impacts the Applicant journey
Benefits
- Generous medical, dental, and vision insurance options
- Eligible for quarterly bonus
- 401k Plan with a matching contribution
- Generous PTO including sick leave, vacation, volunteer, and more
- 12 Weeks Paid Parental Leave
- Company-paid short & long term disability and life insurance
- Monthly tech stipend to help cover expenses for remote work
Work Arrangement
Remote (Country) — United States
Additional Information
- Role: Hourly, Full-time
- Main Work Shift: 8AM - 5PM PST / 11AM - 8PM EST (occasional weekends)
- Training Work Shift: 9AM - 6PM EST (~6 weeks)
- Work Location: Fully Remote within U.S.A. but must be able to work Main Work Shift hours.
- Visa Sponsorship: Not Available
