Product Operations Specialist Job at GoodLeap (Roseville)

Product Operations Specialist

GoodLeap

Location:
United States , Roseville

Category:
Finance

Contract Type:
Not provided

Salary:

25.00 - 28.00 USD / Hour

Save Job

Apply Position

Job Description:

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.

Job Responsibility:

Serve as the escalation point for issues arising during remote online notarization(RON) sessions
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
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
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
Conduct manual account ownership verification reviews
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

Requirements:

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

Additional Information:

Job Posted:
March 26, 2026

Employment Type:

Fulltime

Work Type:

On-site work

GoodLeap - All Job Offers

Job Link Share: