Offer summary

Qualifications:

5+ years of experience in servicing operation, 2+ years in a managerial role, Prior experience with in-house servicing, Experience in fintech or venture-backed startups is a plus, Exceptional time management and attention to detail.

Key responsabilities:

Establish comprehensive servicing strategy for in-house operation

Lead a high-performing servicing support team focused on member satisfaction

Manage delinquent accounts and enhance loan forecast accuracy

Process payoff requests with high accuracy within SLAs

Develop relationships with capital markets counterparties

Job description

Join a fast growing start up changing the real estate investing industry!

Backflip is a venture-backed FinTech company that empowers anyone to improve their life and their neighborhood through real estate investing. To do that, we need people who are inspired to reimagine and rebuild an outdated and unbalanced system; to support and celebrate America’s local entrepreneurs. Check out the Backflip app here to experience first hand how we're making a difference through our technology.

Backflip is seeking a Head of Servicing to lead and develop a top-tier servicing operation for our business-purpose portfolio. This role is crucial in building our in-house servicing, streamlining loan onboarding, managing delinquencies, ensuring timely communication, and enhancing the post-close experience to drive repeat business.

The ideal candidate will have extensive expertise in servicing operations and a passion for leading a member-facing team dedicated to delivering exceptional experiences. This role is perfect for someone ready to challenge the status quo by combining technology with a personal touch to enhance loan performance and member engagement.

This position is remote (U.S.) and a rare opportunity to get in on the ground floor (~75 person team) working directly with senior leaders in a well-capitalized startup with a great culture (Check out our recently announced $15M Series A).

What You’ll Do:

Establish a comprehensive servicing strategy to expand our in-house operation and build a strong performance record, with a focus on efficient loan onboarding, proactive portfolio management, and prompt responses to member inquiries

Develop and lead a high-performing servicing support team that prioritizes member satisfaction, fosters trust, and encourages repeat business

Ensure all member-facing interactions are handled with care, consistency, professionalism and within established Service Level Agreements (SLA’s)

Lead initiatives to proactively address delinquent accounts through effective communication and resolution tactics; as well as report findings to the loss mitigation team

Implement processes and communication milestones to improve the forecasting of loan repayments

Ensure all payoff requests are reviewed and processed with a high level of accuracy and within established Service Level Agreements (SLA’s)

Assist the team in promptly and effectively resolving loan-level escalations

Manage the relationship with capital markets counterparties and actively seek opportunities to build trust and enhance our partnerships

Qualifications:

5+ years of experience in a relevant servicing operation for a lender in the real estate industry

2+ years in a relevant managerial or supervisory role in a remote work environment

Prior experience with an in house servicing operation

Prior experience with a fintech company or venture-backed startup is a plus

Ability to multi-task with exceptional time management, prioritization and attention to detail

Exemplary computer skills - demonstrated ability and desire to learn new technologies (we use Slack + Notion + Google Workspace + Front + HubSpot + GLS + FCI + Willow + more)

This candidate will champion Backflip’s culture & Core Values:

Raise the standard of what is possible

Embrace being the novice to become the master

Work only with those who want the best for us

Communicate quickly, naturally and with radical candor

Test new things to invent and challenge the status quo

Today, nay now!

Compensation for this role includes a base salary ranging from $95,000 - $105,000 plus an annual bonus ranging from $25,000 - $35,000, and is based on a variety of factors including prior experience, geographic location, stock option grant, and other factors, and may fall outside of the stated range for certain candidates. In addition to a competitive market salary, Backflip employees receive equity stock options, paid health care, and a 401K + company match, among other industry-leading benefits.

All Backflip positions are Remote. Like the people we serve, we believe being free to create wherever you’re most inspired is one of life’s greatest joys. It’s better for individuals, for community, and for fostering great work to emerge. With our work-from-anywhere approach, Backflip brings together a diverse team of individuals, with passions for innovation, art, coding, AI, data, finance, film, real estate, the environment, learning and teaching. Together, we're moving fast.

Backflip is an equal opportunity employer. We know that building a world-class organization is not possible without an intentional focus on recruiting, empowering, promoting and rewarding the best and brightest people of all backgrounds. Backflip focuses on hiring individuals that align with its Core Values (listed above), and consistently display a high ethical standard, both personally and professionally.

This role is not eligible for visa sponsorship.

Required profile