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.

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

• 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