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The Operations Specialist manages mortgage payoff requests, communicates with external mortgage companies, and improves internal processes by providing accurate updates and identifying workflow efficiencies.
Cybercrime is rising, reaching record highs in 2024. According to the FBI's IC3 report total losses exceeded $16 billion. With investment fraud and BEC scams at the forefront, the message is clear: the real estate sector remains a lucrative target for cybercriminals. At CertifID, we take this threat seriously and provide a secure platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts. Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind.
We know we couldn’t take on this challenge without our incredible team. We have been recognized as one of the Best Startups to Work for in Austin, made the Inc. 5000 list, and won Best Culture by Purpose Jobs two years in a row. We are guided by our core values and our vision of a world without wire fraud. We offer a dynamic work environment where you can contribute to meaningful impact and be part of a team dedicated to enhancing security and fighting fraud.
About the Role (Contract to Hire)
We’re hiring a contract Operations Specialist to support a fast-growing real estate technology product that helps title and escrow teams securely obtain mortgage payoff amounts—one of the most critical and time-sensitive steps in closing a real estate transaction.
This role focuses on managing payoff requests end-to-end: tracking orders, following up with mortgage companies to obtain payoff information, and keeping customers informed throughout. You’ll work closely with a small, hands-on team and play a meaningful role in how the product and its underlying processes evolve as volume scales.
About the Product & Team
You’ll be working on an AI-driven real estate product designed to help prevent wire fraud, an area where accuracy, speed, and trust are paramount. The product is growing quickly, and the team is small and highly collaborative.
Because of that, this role goes beyond task execution—you’ll have visibility into how an AI-powered workflow product operates in production, and have an opportunity to provide feedback that directly shapes internal processes and product improvements as the platform scales.
Responsibilities
- Manage payoff requests from intake through completion with a high degree of accuracy
- Triage incoming orders based on urgency, deal timelines, and external requirements
- Monitor order progress and proactively identify issues that could delay completion
- Follow up with mortgage companies via phone, email, fax, and online systems to obtain payoff amounts
- Navigate varying requirements and response patterns across different institutions
- Persistently and professionally move orders forward, escalating time-sensitive cases when needed
- Provide clear, timely updates to customers (title, escrow, or internal teams)
- Respond to inbound questions and resolve routine issues related to payoff requests
- Set expectations clearly when delays or constraints arise
- Maintain clean, accurate records in internal systems
- Review payoff information for completeness and correctness
- Identify recurring issues, edge cases, or inefficiencies and help improve workflows, documentation, and tooling over time
Payoff Order Management
External Follow-Ups
Customer Communication
Process Improvement & Documentation
What We’re Looking For
- Strong attention to detail and comfort managing high-volume, time-sensitive work
- Excellent written and verbal communication skills
- Ability to triage independently and prioritize without constant oversight
- Calm, persistent, and professional when following up with external counterparties
- Interest in improving processes, not just executing them
Nice to Have (Not Required)
- Experience in real estate, mortgage, title, escrow, or financial operations
- Experience in operations, customer support, or back-office roles at a tech-enabled company
Role Requirements
- Must be U.S.-based
- Reliable internet and the ability to work standard U.S. business hours
- Comfortable working in a fast-moving, startup environment
Not sure if you check all the boxes? Apply anyway!
We know that great talent comes in many forms, and we value potential just as much as experience. If you're excited about this role and believe you can grow into it, we’d love to hear from you. We’re looking for people who are eager to learn, adapt, and solve challenges—so if that sounds like you, don’t let a checklist hold you back!
Change doesn't happen overnight, and the same goes for us here at CertifID. We PROGRESS collectively and individually as we grow, abiding by our core values. Protect the Customer, Raise the Bar, Operate with Urgency, Grow with Grit, Ride the Wave, Enthusiasm Spreads, Stay Connected, Send It.
CertifID Austin, Texas, USA Office
Our company is in a trendy area on South Congress, and close to bars, restaurants and our favorite Cosmic Coffee & Cocktails. Plus, the office is easy to get, situated in a safe business park with parking directly in front of our office.
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