Single Point of Contact - Customer Service

About Us

Finance of America helps homeowners 55+ access the equity they’ve built while staying in full control of their home and their financial future. Through a range of reverse mortgage solutions, we help customers shape the retirement they’ve earned while continuing to evolve how we serve and work together.

Joining Finance of America now means stepping into a period of momentum and growth, with teams actively shaping what comes next and opportunities to make an impact and grow your career.

To learn more about us, visit www.financeofamerica.com

Purpose of Role

Responsible for serving as the dedicated Single Point of Contact, providing customers with a consistent and reliable point of communication. Builds strong, long-term relationships to anticipate customer needs and address issues proactively. Performs high-touch phone engagement, including proactive outreach to obtain required documentation and respond to customer inquiries, with a focus on preventing defaults, ensuring compliance, and delivering high-quality service. Identifies emerging risks and contributes to process improvements that enhance customer stability and overall satisfaction.

Key Responsibilities and Expectations

• Investigates and resolves complex customer issues and escalations by analyzing customer account history and vendor data.
• Identifies root causes of customer issues and applies investor guidelines, company policies, and servicer/vendor procedures to navigate a solution.
• Monitors customer activity for continued compliance to loan agreement.
• Ensures the timely and successful resolution of customer concerns while maintaining a high level of customer satisfaction.
• Proactively identifies emerging risks related to business activities and ensures effective reporting to management.
• Contributes to process improvement and redesigns initiatives to enhance customer experience and operational efficiency.
• Adheres to written risk and compliance policies and procedures related to customer interactions and account management.
• Conducts proactive outbound calls to customers to obtain necessary documentation and prevent account defaults.
• Performs other duties as assigned.

Reports To

• Supervisor, SPOC

Qualifications - Experience/Skills/Competencies

• Minimum 5 years of experience in customer service.
• Strong problem-solving and analytical abilities to interpret complex customer concerns and provide solutions.
• Ability to conduct research and risk analysis, identifying and mitigating potential financial or compliance risks.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Excellent written and verbal communication skills, with the ability to simplify complex issues for customer and internal teams.
• Strong ability to identify and contribute to process improvements that enhance operational efficiency.
• Ability to take initiative, work autonomously, and drive projects forward to completion.

Qualifications - Education - Required

• High School Diploma or GED

Compensation

The base salary range for this position is ($50,000- $70,000) inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate’s work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.

Additional Information

The application deadline for the job opportunity is 5/1/2026. 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. 

Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.