About this role
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Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The role:
As a Home Loans Member Advocate, you will serve as a subject matter expert in loan restructuring, loan conversion, and complex income analysis. This role combines mortgage underwriting expertise with member-facing consultation to identify solutions that support loan conversion, business retention, and an exceptional member experience.
You will evaluate mortgage and home equity scenarios ranging from straightforward to highly complex, analyzing borrower income, tax documentation, credit profiles, and applicable lending guidelines to identify viable restructuring opportunities. You will also work directly with members to present and negotiate revised loan terms, resolve financing challenges, and help borrowers move successfully toward closing.
Working closely with Sales, Processing, Underwriting, and Secondary Marketing, you will balance member needs, regulatory compliance, and business objectives to improve conversion rates and deliver timely, effective lending solutions.
What you'll do:
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Analyze and execute loan restructuring solutions for mortgage and home equity transactions, including complex borrower income scenarios involving self-employment, multiple business entities, and nontraditional income sources.
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Perform detailed income and liquidity calculations using personal and business tax returns, including IRS Forms 1040, 1065, and 1120S, Schedule L, Schedule K-1, and profit and loss statements.
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Identify, troubleshoot, and resolve complex eligibility scenarios involving Fannie Mae, Freddie Mac, FHA, VA, Jumbo, and other non-conforming lending guidelines.
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Evaluate borrower credit, income, assets, collateral, and overall risk to identify viable loan restructuring options while maintaining underwriting accuracy and regulatory compliance.
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Utilize automated underwriting systems, including Desktop Underwriter (DU) and Loan Product Advisor (LPA), to validate restructured loan scenarios and eligibility.
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Manage a pipeline of approximately 10–15 active files, prioritizing timely resolutions, maintaining production service-level agreements (SLAs), and maximizing lock-to-fund conversion rates.
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Engage directly with members through outbound and escalated interactions to present restructuring options, explain revised loan terms, negotiate solut