Customer Service Manager - Loan Servicing

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.