Servicing Operations Coordinator II

About the job

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area .

✨ Remote First Culture, Genuine Connection: Work from anywhere in the U.S. while staying closely connected through virtual collaboration, team gatherings, and a people-first culture. Select roles may require onsite work at our Palo Alto office one day per week.

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.

Our benefits

• Generous health benefits: We provide comprehensive medical, dental, and vision plans with options for flexible spending accounts (FSA) and health savings accounts (HSA).

• Unlimited paid time off: Recharge with unlimited paid time off and 10 company holidays.

• Flexible remote and onsite work: Our teams work from many different locations and time zones. We support fully remote work and also have an amazing in-person environment in our downtown Palo Alto, CA HQ.

• Fully paid parental leave: Point will supplement state Paid Family Leave (PFL) so employees receive 100% of their regular base pay, plus two additional weeks of fully paid leave after state PFL ends. In states without PFL, Point offers up to 8 weeks of paid parental leave. In addition, employees also receive 4 weeks of fully paid transition time, during which you may work 2–3 days per week while receiving full base pay.

• Equity: We offer meaningful equity because we believe in sharing the value you help create. Your contributions directly impact our growth, and your equity gives you a stake in our future success.

• Financial wellness: We provide 401K retirement plans for employees as well as guaranteed life insurance and short- and long-term disability coverage.

• Extra work/life benefits: We provide monthly stipends for internet, mobile plans, wellness perks, a one-time home office reimbursement, and company provided equipment including a MacBook and monitor.

Point is proud to be an equal-opportunity employer. We provide employment opportunities regardless of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class. Each individual at Point brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates more innovative products, provides better services to customers, and helps us all grow and learn.

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