Vontive is a growing FinTech company focused on leveraging our proprietary technology to make accessing capital fast and simple for real estate investors involved in fix-and-flip projects or rental properties purchases. Vontive recently internalized its loan servicing operations and is now developing a robust loan servicing unit with a clear strategy for expanding its capabilities and responsibilities.

Position Summary

Vontive is recruiting a Manager of Customer Care & Borrower Experience to transform how borrowers interact with their loan servicer. This position starts with direct borrower engagement and evolves to leading a customer-centric team.

Key Responsibilities

• Maintain 24-hour response SLA for all borrower communications
• Design and implement proactive communication campaigns for loan milestones
• Conduct monthly maturity outreach starting 90 days before loan termination
• Partner with loan officers on complex borrower situations
• Manage borrower portal adoption and self-service utilization
• Resolve escalated complaints within 3-5 business day window
• Coordinate early intervention for 10-29 day delinquencies
• Process extension requests with underwriting and capital markets
• Draft and maintain borrower communication templates
• Monitor and improve customer satisfaction metrics
• Implement text/email preference management system
• Train team on construction loan-specific borrower needs
• Scale customer care operations while maintaining quality

Required Qualifications

• 4-6 years mortgage servicing customer experience leadership
• Track record of improving NPS/CSAT scores
• Experience with construction and renovation loan products
• Strong written and verbal communication abilities
• Knowledge of CFPB complaint handling procedures
• Familiarity with modern customer service platforms
• Ability to balance empathy with business requirements
• Ability to commute to San Antonio office (hybrid)
• Bachelor's degree or equivalent

Benefits

• Competitive salary and compensation package
• Comprehensive medical, dental and vision coverage
• Monthly fitness stipend
• Healthy snacks, beverages and meals at the office
• Company-sponsored events and volunteering opportunities
• Unlimited PTO
• Short- and long-term disability coverage
• Life insurance policy

At Vontive, you will find a team committed to diversity, inclusion, and values of:

Integrity: Always demonstrating the highest ethical standards.

Accountability: Consistently delivering on our commitments to our clients, partners, communities, and each other.

Candor: Creating an environment where people are heard when they speak up, and where trust, honesty, and respect are at the forefront of our relationships.

Prudence: Always acting in the best interest of our stakeholders and for the long-term integrity of the business.

Execution: Managing our priorities, decisions, and work to aggressively grow the business in fulfillment of our mission.

Culture: Valuing and promoting diversity in our hiring, through our business practices, and by giving back to our communities.

Empowerment: Trusting each other to always do the right thing.

Vontive is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We will ensure that individuals with differing abilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.