About the role

The Home Equity Coordinator (HEC) supports the sales team by managing the documentation collection and homeowner communication required to move HEAs through the sales pipeline to funding. This role acts as the operational bridge between sales, processing, and the homeowner. The  HEC is responsible for collecting required documentation, coordinating with the processing team to ensure requirements are met, working with the sales team to prioritize files and providing homeowners with status updates throughout the process. This role assists in managing the active pipelines of multiple Home Equity Officers (HEOs) and ensures transactions progress efficiently, accurately, and with a high level of customer service 

What you'll do

• • Manage and track the active transaction pipelines for multiple HEOs to ensure agreements progress efficiently toward completion. 
  • Collect, organize, and review homeowner documentation required to complete home equity agreements. 
  • Coordinate with the processing team to understand documentation requirements and ensure all required materials are submitted accurately and on time. 
  • Serve as a primary point of contact for homeowners during the transaction process, handling inbound calls and emails regarding status, documentation, and next steps. 
  • Provide homeowners with timely updates and clear communication regarding their transaction status. 
  • Maintain accurate transaction records, notes, and documentation within CRM and internal systems. 
  • Identify missing documentation or potential delays and proactively follow up with homeowners, HEOs, or internal teams. 
  • Communicate updates, issues, or transaction risks to the appropriate HEOs. 

What we're looking for

• • 1 years of Customer Service, Sales or Operations experience in mortgage, real estate, lending, financial services, or transaction coordination roles
  • Strong and accurate analytical sense and ability to communicate effectively 
  • PC skills including working knowledge of the Microsoft environment and the ability to access, manipulate, organize and relay information in a meaningful way 
  • Demonstrated ability to build and maintain relationships with internal and external stakeholders 
  • Ability to work in a fast-paced team environment 
  • Strong organizational skills with the ability to manage multiple transactions simultaneously 
  • Excellent customer service and communication skills 
  • Must have experience with AI tools
  • THIS ROLE IS HYBRID IN OFFICE 4 DAYS A WEEK

What we offer

• Pay rate of $24.00 per hour
• Discretionary time off for rest and recharge
• Comprehensive health plans covering medical, dental, and vision, fully funded by us
• 4% employer match to your 401(k) contributions

About the role

The Home Equity Coordinator (HEC) supports the sales team by managing the documentation collection and homeowner communication required to move HEAs through the sales pipeline to funding. This role acts as the operational bridge between sales, processing, and the homeowner. The  HEC is responsible for collecting required documentation, coordinating with the processing team to ensure requirements are met, working with the sales team to prioritize files and providing homeowners with status updates throughout the process. This role assists in managing the active pipelines of multiple Home Equity Officers (HEOs) and ensures transactions progress efficiently, accurately, and with a high level of customer service

What you'll do

• • Manage and track the active transaction pipelines for multiple HEOs to ensure agreements progress efficiently toward completion. 
  • Collect, organize, and review homeowner documentation required to complete home equity agreements. 
  • Coordinate with the processing team to understand documentation requirements and ensure all required materials are submitted accurately and on time. 
  • Serve as a primary point of contact for homeowners during the transaction process, handling inbound calls and emails regarding status, documentation, and next steps. 
  • Provide homeowners with timely updates and clear communication regarding their transaction status. 
  • Maintain accurate transaction records, notes, and documentation within CRM and internal systems. 
  • Identify missing documentation or potential delays and proactively follow up with homeowners, HEOs, or internal teams. 
  • Communicate updates, issues, or transaction risks to the appropriate HEOs. 

What we're looking for

• • 1 years of Customer Service, Sales or Operations experience in mortgage, real estate, lending, financial services, or transaction coordination roles
  • Strong and accurate analytical sense and ability to communicate effectively 
  • PC skills including working knowledge of the Microsoft environment and the ability to access, manipulate, organize and relay information in a meaningful way 
  • Demonstrated ability to build and maintain relationships with internal and external stakeholders 
  • Ability to work in a fast-paced team environment 
  • Strong organizational skills with the ability to manage multiple transactions simultaneously 
  • Excellent customer service and communication skills 
  • Must have experience with AI tools
  • THIS ROLE IS HYBRID IN OFFICE 4 DAYS A WEEK

What we offer

• Pay rate of $24.00 per hour
• Discretionary time off for rest and recharge
• Comprehensive health plans covering medical, dental, and vision, fully funded by us
• 4% employer match to your 401(k) contributions

About the role

The Servicing Representative involves resolving customer inquiries, coordinating with title agents, escrow officers, and loan officers to ensure smooth transactions, and managing complex servicing cases such as refinances, property sales, and buyouts. Additionally, the associate will monitor homeowner financial health, support intervention campaigns, and ensure compliance with servicing guidelines. They will also contribute to workflow enhancements, CRM system improvements, and data analysis to optimize processes and customer satisfaction.  

What you'll do

• End-to-end ownership of standard servicing events such as refinances, owner buyouts, and home sales to ensure an exceptional customer experience and accurate recoupment of settlement funds. 
• Research, analyze, and resolve customer inquiries related to mortgage operations and Home Equity Agreements via phone and email. 
• Oversee and enhance workflows, optimizing processes for efficiency, reducing resolution times, and ensuring accurate payoff demands for refinance, property sales, and buyout events. 
• Coordinate and maintain productive relationships with internal and external stakeholders, customers, heirs, trustees, title agents, escrow officers, and loan officers. 
• Monitor homeowner financial health, leveraging credit and lien monitoring to support intervention campaigns and financial stability efforts including monitoring mortgage, property tax, and HOA payment status. 
• Ensure compliance with all policies, regulations, and servicing guidelines, including communication protocols for non-performing assets. 
• Utilize data analytics and performance metrics to monitor trends, track Key Performance Indicators (KPIs), and drive decision-making. 
• Oversee and optimize servicing tools, including CRM, CX platforms, chat, and telephone systems, while contributing to system enhancements and quality control. 
• Implement strategies to enhance customer satisfaction and service quality, ensuring continuous improvement in servicing operations.

What we're looking for

• High school diploma or equivalent required. 
• 1+ years experience in FinTech operations, preferably in mortgage operations, title, escrow, or appraisal. 
• Strong oral and written communication skills, with a talent for building rapport and effectively communicating complex financial information. 
• High attention to detail and ability to manage high volumes of work.
• Ability to balance customer needs and investor requirements, providing optimal outcomes. 
• A collaborative spirit, both in supporting teammates and in seeking support when necessary. 
• A proactive approach to responsibilities, ensuring tasks are completed efficiently and effectively.
• Experience with Home Equity Agreements or alternatives to traditional mortgages is a plus.
• Hybrid role: must be able to work onsite at our Tempe, AZ office Mondays and Wednesdays.

What we offer

• Discretionary time off for rest and recharge
• Comprehensive health plans covering medical, dental, and vision, fully funded by us
• 4% employer match to your 401(k) contributions

Target compensation is $32.00 - $34.00 per hour. Actual compensation varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, Unlock’s Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, and paid time off.

About the role

The Home Equity Officer (HEO) is a critical member of the Unlock team. As first point of contact for our customers, the HEO must effectively and compassionately help our customers navigate our products and services, as subject matter experts. The role requires our HEOs to expertly understand the sales process while delivering compassionate support and guidance through our system. HEOs are required to function with a great deal of diligence, clarity, compassion and sales acumen in order to drive customer engagement and experience while fostering consumer loyalty. 

What you'll do

• Effectively manage individual lead database pipeline according to the company lead contact  
  standards. 
• Receive and manage both inbound and outbound calls from our existing customers and lead sources. 
• Deliver persuasive consultation and inform customers on new products, services and policies. 
• Collaborate with colleagues to improve customer service and outcomes. 
• Effectively manages CRM flow and uses systems optimally to support our customers and team members. 
• Effectively troubleshoots concerns and solves issues with an emphasis on sales principles and outcomes. 
• Achieve monthly sales target. 
• Strong organization skills, accurate, and detail-oriented. 

What we're looking for

• Must hold a current Mortgage Loan Originator (MLO) license.
• Minimum 2 years of continuous employment.
• 2 years of sales experience preferred.
• Mortgage origination experience or high-volume financial call center experience preferred.
• Strong PC skills including working knowledge of the Microsoft environment and the ability to access, manipulate, organize and relay information in a meaningful way.  
• Relevant CRM experience. 
• Demonstrated ability to effectively multitask various customer channels and professionally manage workflow. 
• Ability to work in a fast-paced, collaborative team environment.
• Minimum education requirement: High school diploma or GED equivalent required.
• Unlock will conduct credit check as part of the hiring process, guidelines under Fair Credit Reporting Act.
• Department hours: Monday - Friday, 9:30am - 6:00pm
• Hybrid role: must be able to work onsite at our Tempe, AZ office Monday - Thursday and work from home on Fridays
  
• Start date for this position will be in March 2026 (exact date TBD)

What we offer

• Base pay rate of $36.00 per hour
• Monthly incentives based on performance
• Discretionary time off for rest and recharge
• Comprehensive health plans covering medical, dental, and vision, fully funded by us
• 4% employer match to your 401(k) contributions