The Role
The Product Operations Specialist manages post-approval HELOC operations, oversees closing steps, resolves disputes, handles customer inquiries, and develops SOPs for continuous improvement.
Summary Generated by Built In
About GoodLeap:
GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018.
GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.
The Product Operations Specialist is responsible for post-approval HELOC operations at GoodLeap ensuring that all closing steps are completed successfully, HELOCs are closed correctly, and recordings are properly executed. This role also provides day-to-day operational support for a digital HELOC product, covering account verification, vendor issue resolution, customer dispute management, and customer inquiry response and will involve communicating directly with borrowers to drive issue resolution. The role serves as the operational control point across notarization, booking, and recording, and coordinates across multiple vendors to do so. In addition to executing core operations, key attributes for this role include identifying, defining, building, deploying, and executing against all-new SOPs and other related materials to support the launch and ongoing success of the GoodLeap HELOC product. This role will collaborate with internal teams and external vendors to ensure seamless execution across all closing and customer-facing workflows. From pre-launch through sustained product growth, the Product Operations Specialist will serve as a key enabler of continuous improvement, identifying areas that can be further optimized and leading the related change management efforts.
Essential Job Duties and Responsibilities:
- Serve as the escalation point for issues arising during remote online notarization(RON) sessions, including investigating the root cause of applicant failures and escalating to the appropriate internal teams or vendors as needed. Coordinate with borrowers, notaries, and internal stakeholders to cure closing issues and ensure compliance with state-specific execution requirements. Follow up with recording vendors when recordings have not occurred within established service-level timelines and resolve rejected recordings as needed. Identify and track trends in recording issues by jurisdiction, surfacing patterns to inform process improvements and vendor management. Investigate and resolve issues when booking the account with a servicer. Support audits, compliance reviews, and internal reporting related to closing, funding, and recording workflows.
- Investigate customer disputes to determine root cause, collaborate with internal teams to identify the appropriate resolution, and respond to the customer with clear and timely communication. Respond to customer inquiries related to HELOC card accounts, transactions, and servicing. Procure and send out AVM (Automated Valuation Model) upon customer request. Investigate errors that occur when creating new customer accounts with key vendors, identify the root cause, and take action to reach resolution, communicating with the customer as needed throughout the process. Conduct manual account ownership verification reviews when customer-submitted bank information does not match the account holder’s name on record. Partner with the Business Credit Risk team to verify account ownership when a cashout is initiated.
- Define and update standard operating procedures (SOPs) based on common issues identified through day-to-day operations. Identify areas that can be further optimized across closing, recording, and operational workflows, and lead the related change management efforts. Support general team operations as needed, including responding to internal inquiries, assisting with operational reviews, and contributing to cross-functional initiatives related to HELOC workflows. This role will also perform other duties as assigned based on business needs.
HELOC Closing Operations
Day-to-Day Operations
SOP Development & Continuous Improvement
Required Skills:
- 5+ years of experience in mortgage operations, HELOC operations, or digital lending.
- Strong understanding of mortgage closing and recording processes
- Experience with remote online notarization (RON)
- Experience resolving post-closing defects and booking discrepancies.
- Experience handling customer disputes, account verification, or fraud-related investigations
- Experience working with third-party vendors, including notary and recording providers.
- Strong analytical, organizational, and problem-solving skills.
- Comfortable working cross-functionally with product, engineering, compliance, and risk teams in a fast-paced environment
- Ability to operate independently and build processes from scratch in a greenfield environment
Compensation: $25-$28
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!
Top Skills
Automated Valuation Model (Avm)
Remote Online Notarization (Ron)
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The Company
What We Do
GoodLeap is a sustainable home solutions marketplace. We provide simple, fast, and frictionless point-of-sale technology for countless mission-driven professionals serving millions of people who want to upgrade their homes and save money. Our platform offers flexible ways for consumers to pay for a wide range of sustainable products, including solar panels, battery storage, smart home devices, modern HVAC systems, energy efficient windows, upgraded roofing, water-saving turf, and more. We are committed to caring for the planet, building lasting relationships with our valued partners and customers, and delivering cutting-edge technology that enables more people to embrace a sustainable lifestyle.
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