Client Advocate

Essex Mortgage•Ocala, FL

2d•Onsite

About The Position

The Client Advocate serves as a dedicated servicing liaison for Essex Mortgage’s subservicing clients, internal business units, correspondent partners, and retail loan officers. This role is responsible for managing inbound inquiries related to loan servicing, providing accurate updates, and ensuring high service levels through clear communication, timely follow-up, and coordinated responses. The Client Advocate works closely with departments such as Escrow, Customer CARE, Default, and Investor Reporting to research and resolve client servicing questions, deliver reporting or documentation when requested, and ensure transparency into key account-level activities. While the role interfaces with Correspondent Partners, its focus is strictly on post-sale servicing responsibilities and related requests. By supporting key stakeholders with professionalism and consistency, the Client Advocate reinforces Essex Mortgage’s pillars of Leadership, Raving Fans, Transparency, and High Performance, ensuring each client interaction reflects the company’s servicing standards and commitment to relationship-driven support.

Requirements

High school diploma or GED required; Associate’s or Bachelor’s degree in Business, Finance, Communications, or a related field preferred.
3+ years of experience in mortgage servicing, client relationship management, or internal servicing support roles.
Familiarity with servicing systems such as FICS, and general understanding of escrow, default, and payment processing workflows.
Prior experience responding to internal or external servicing inquiries in a professional environment preferred.
Strong written and verbal communication skills with the ability to provide clear, accurate, and professional responses across communication channels.
Proven ability to manage multiple priorities and respond to time-sensitive requests with professionalism and follow-through
Experience working with subservicing clients, correspondent partners (servicing-related), or internal business units is highly desirable.
High attention to detail and comfort working across departments to resolve open questions or data needs.
Demonstrated commitment to providing dependable, relationship-driven client service aligned with company values and servicing standards.

Responsibilities

Serve as the primary servicing contact for assigned subservicing clients, internal stakeholders, and servicing-related correspondent partners.
Monitor and respond to incoming client communications, including email inquiries related to loan servicing activity, account status, and operational questions.
Coordinate with internal departments such as Escrow, Default, Customer CARE, and Investor Reporting to gather data and provide accurate, timely responses.
Track open client inquiries and ensure proper documentation of all communication, resolutions, and follow-up action
Escalate time-sensitive or complex issues to department leadership, Compliance, or Legal as appropriate.
Provide servicing updates and context to support retail loan officers post-origination as needed.
Support onboarding and ongoing relationship management of subservicing clients by providing answers, clarifications, and process insight related to servicing activities.
Maintain awareness of investor requirements and servicing timelines to ensure accurate communication and client education.
Assist with client-facing reporting or audit-related documentation when requested by leadership.
Participate in team meetings, client update sessions, and servicing improvement initiatives as needed.
Promote a responsive, transparent, and proactive service experience across all supported relationships.
Perform other duties or project-based assignments as directed to support the servicing and client relationship management functions.