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Product Operations Specialist Roseville, CA - HQStrategic Innovation – Strategic Innovation /Full Time /On-Site APPLY FOR THIS JOB 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: HELOC Closing Operations 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. Day-to-Day Operations 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 ... (truncated, view full listing at source)