Customer Response Representative


Roseville, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/05/2021
  • Website:
  • Company Address: 500 2nd Street, San Francisco, CA, 94107

About Loanpal

Loanpal is an experienced group of passionate, forward-thinking people whose collective mission is to make a positive impact on the planet, build lasting relationships with our valued partners and customers, and create a lending experience that is fast, frictionless, and friendly. We are the world-positive lender, helping people achieve the home of their dreams, live a sustainable lifestyle, and save money using modern technology.

Job Description




We provide friendly financing options for those who dream of living a more sustainable lifestyle and want to save money using modern technology. Our collective mission is to make a positive impact on the planet, build lasting relationships with our valued partners and customers, and deliver a tech-enabled financing experience that is simple, fast, and frictionless.

We are creating a financial ecosystem that connects billions of dollars of capital to millions of homeowners that want to convert their outdated houses into modern, smart, energy-efficient homes. By unlocking access to numerous products that help people achieve better sustainability, we are revolutionizing the home improvement industry and protecting our only planet.

As part of our world-positive initiative, we are also the official sponsor of GivePower – a foundation that uses solar-based solutions to power life’s basic needs for people in developing regions of the world.

If you have an unstoppable desire to make a meaningful impact on our planet, and help mission-driven businesses and consumers achieve a more sustainable future, join us.

  • Competitive pay
  • Comprehensive benefits package 
Position Summary:

The Customer Response Representative is accountable for processing complaints according to the Company' s policies and procedures for the mortgage division. The individual will be responsible for determining the level of complaint, assigning research and ensuring we adhere to the Company's policies and procedures. They will escalate all Level 3 complaints as needed to the complaints team.

Essential Job Duties and Responsibilities:
  • Research and resolve written and verbal complaints on behalf of Mortgage Executive and Senior Level Management in accordance with established policies and regulatory requirements.
  • Ensure all complaints received from someone other than a regulatory agency is sent to the appropriate department for research and resolution.
  • Follow-up with department leaders to ensure timely receipt of complaint log. Review log and prepare reports for Compliance Management.
  • Maintain log and record pertinent information and action taken in response to all complaints.
  • Provide training feedback on trending complaints.
Required Skills, Knowledge and Abilities:
  • Minimum 2 years of experience in Mortgage or a financial services field.
  • Strong internal and external customer service skills, including professional telephone manner.
  • Must be a team player.
  • Excellent critical thinking, problem solving, mathematical skills and sound judgment.
  • Willing to learn and apply basic federal, state, and regulatory rules, laws, regulations, and statutes relevant to the mortgage and consumer finance industries.
  • Strong work ethic.
  • Precise attention to detail.
  • Able to communicate effectively.
  • Experience with Encompass helpful but not required.
  • Must be proficient in Excel and Word.
Additional Information Regarding Job Duties and Job Descriptions:

Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you!  Apply today!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.