PB - my hunch about them just being a company contracted for customer service appears correct. Look at their website anon. These are probably the people responsible for creating a phone routing system, hiring/training people who can answer applicant questions without people being on hold for hours. They probably updated their website with all these new loan programs too. I called SBA today and was on hold less than a minute, got a real person who was US Based, intelligent and answered my questions. Here is what your mystery contract company Highlight Tech LLC specializes in, it's right on their website for all to see:
https://highlighttech.com/capabilities/mission-solutions/
Remember - the SBA does not fund loans, they back them. The loans are funded by banks - large and small. SBA will bail them out if you default which means the government (tax payers) will foot the tab if applicants fail to repay. That's all.