Servicing Operations Coordinator II

Local or 100% Remote

About the role

As a Servicing Operations Coordinator II at Point, you’ll help homeowners navigate their Home Equity Investments (HEIs), providing clear, empathetic support and resolving complex servicing requests. From payoff inquiries and property sales to appraisal reviews and title-related questions, you’ll coordinate with homeowners, external partners, and internal teams to ensure accurate and timely resolutions.

This role combines customer service, document review, and problem-solving. You’ll take ownership of servicing issues, maintain accurate records, and help improve workflows as our operations evolve. Success requires sound judgment, attention to detail, and the ability to balance operational efficiency with a positive homeowner experience.

Your responsibilities

• Respond to homeowner inquiries regarding Home Equity Investments via phone, email, and internal servicing channels with professionalism, empathy, and accuracy.
• Handle more complex or escalated homeowner servicing requests, including payoff inquiries, appraisal reviews, title-related questions, sales transaction coordination, and servicing disputes.
• Make outbound calls to homeowners, real estate agents, escrow/title companies, insurance providers, and local counties as necessary to resolve servicing matters.
• Review and process HEI-related servicing documentation, including valuation reports, sales contracts, payoff requests, insurance documents, authorization forms, and other servicing records.
• Analyze sales contracts, appraisals, title information, and supporting documentation for accuracy, completeness, and servicing risk considerations.
• Support payoff and property sale workflows while ensuring adherence to servicing timelines and operational requirements.
• Assist homeowners facing financial or operational challenges with empathy, professionalism, and strong customer service.
• Investigate and resolve servicing exceptions, discrepancies, and operational issues with minimal supervision.
• Help identify process improvement opportunities and provide feedback on servicing workflows, tooling, and operational efficiencies.
• Utilize Point’s proprietary servicing systems and operational tools to maintain accurate servicing records and ensure proper documentation.

About you

• Strong ownership and accountability, with the ability to work independently, solve problems, and use available resources effectively.
• Excellent communication skills, with confidence supporting homeowners by phone and email through both routine questions and escalated situations.
• A customer-focused, solutions-oriented approach that balances operational efficiency with empathy and a positive homeowner experience.
• Comfortable navigating ambiguity and complex servicing situations in a fast-paced, evolving environment.
• Collaborative and able to work effectively across teams to resolve issues and support homeowners.
• Curious and proactive in identifying knowledge gaps, training needs, and opportunities to improve servicing quality and workflows.
• High school diploma or equivalent required. Nice to have
• College degree in business, finance, or a related field preferred.
• Strong understanding of mortgage servicing operations and homeowner servicing processes.
• Familiarity with mortgage servicing regulations and consumer protection requirements, including RESPA, TILA, FDCPA, HPA, the SAFE Act, and UDAAP.

Compensation at Point will be determined by skills, experience, and geographic location. Point has identified the expected annual base salary for this role at this level based on the market by tiers (Region | Location | Market Salary):

• Tier 1 | San Francisco Bay Area, New York, and Seattle | $71,250 - $78,750
• Tier 2 | Austin, Boston, Chicago, Denver, Los Angeles, Miami, Philadelphia, Portland, Sacramento, San Diego, Santa Barbara & Washington DC | $60,800 - $67,200
• Tier 3 | All other US metro areas | $58,900 - $65,100

This does not include any other potential components of the compensation package, including equity, benefits, and perks outlined above. At the launch of each position, we benchmark compensation to the appropriate role and level utilizing competitive compensation data from various data sources as references. At the offer stage, we use the signal we received from our interviews, coupled with your experience, location, and other job-related factors, to determine final compensation.

Location Requirement: This is a remote position. However, candidates must reside in one of Point’s states of operation: AL, AR, AZ, CA, CO, CT, DC, FL, GA, IL, KS, KY, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI.