Single Point of Contact - Customer Service

About Us

At Finance of America, we help homeowners unlock the joy that comes from realizing the full potential of their retirement. Many people have significant wealth tied up in their homes and want to use it meaningfully in their next chapter. Our unique range of reverse mortgages allow homeowners 55 to access that wealth while maintaining control over their home and financial future. With options tailored to their unique goals, we provide the financial flexibility they need to move forward with confidence.

Finance of America is guided by five values: We are customer obsessed, they are why we exist. We raise the bar. We take extreme ownership. We practice genuine collaboration. And we unleash our excellence. Together we are actualizing our vision to be the most beloved brand for homeowners in their next chapter.

To learn more about us, visit www.financeofamerica.com

Purpose of Role

Responsible for investigating and resolving complex customer issues by analyzing account history and vendor data. Identifies root causes, applies investor guidelines and company policies, and ensures compliance with loan agreements. Proactively monitors customer activity, conducts outbound calls to gather documentation and works to prevent account defaults. This role will also involve extended periods of phone-based interaction throughout the day to support inbound call volume. Additionally, contributes to process improvements, report emerging risks, and ensures a high level of customer satisfaction while adhering to compliance policies and procedures.

Expectations 

• Investigates and resolves complex customer issues and escalations by analyzing customer account history and vendor data.
• Identifies root causes of customer issues and applies investor guidelines, company policies, and servicer/vendor procedures to navigate a solution.
• Monitors customer activity for continued compliance to loan agreement.
• Ensures the timely and successful resolution of customer concerns while maintaining a high level of customer satisfaction.
• Proactively identifies emerging risks related to business activities and ensures effective reporting to management.
• Contributes to process improvement and redesigns initiatives to enhance customer experience and operational efficiency.
• Adheres to written risk and compliance policies and procedures related to customer interactions and account management.
• Conducts proactive outbound calls to customers to obtain necessary documentation and prevent account defaults.
• Performs other duties as assigned.

Reports To

• Supervisor, SPOC

Qualifications

Qualifications – Education Requirements

• High School Diploma

Qualifications – Experience/Skills/Competencies

• Minimum 5 years of experience in mortgage servicing or a related field such as mortgage counseling.
• Background in real estate-based lending requirements including tax, insurance and mortgage origination documents.
• Knowledge and understanding of the reverse mortgage industry, including customer experience journey and general HUD requirements for reverse mortgages.
• Strong problem-solving and analytical abilities to interpret complex customer concerns and provide solutions.
• Ability to conduct research and risk analysis, identifying and mitigating potential financial or compliance risks.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Excellent written and verbal communication skills, with the ability to simplify complex issues for customer and internal teams.
• Strong ability to identify and contribute to process improvements that enhance operational efficiency.

Compensation

The base salary range for this position is ($58,000 - $70,000) inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate’s work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.

Additional Information

The application deadline for this job opportunity is 11/24/12025

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. 

Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.

Salary : $58,000 - $70,000