Customer Advocacy Lead - Executive Office Escalations

First American • Usa, SC

5d

About The Position

The Customer Advocacy Lead serves as a high‑level support resource within Customer Advocacy, responsible for managing highly escalated and sensitive cases, supporting case owners with advanced research, regulatory/high risk exposure complaints and overseeing key public‑facing administrative channels. This role enhances case quality, strengthens regulatory defensibility, and supports team development through coaching and mitigating risk. The position partners closely with Business Units to identify process gaps and drive continuous improvement.

Requirements

• 8+ years of experience in mortgage servicing.
• 8+ years of experience in a variety of additional verticals including, but not limited to: customer advocacy, escalations, complaints, investor/insurer guidelines, and/or similar.
• Strong familiarity with CFPB - Reg X requirements.
• Strong analytical and investigative skills with the ability to navigate complex cases.
• Exceptional written communication skills with a focus on clarity, defensibility, and customer experience.
• Ability to influence without authority and collaborate across departments.
• High attention to detail and strong organizational skills.

Nice To Haves

• Experience handling regulatory, legal, or executive‑level escalations preferred.

Responsibilities

• Serve as the primary support for highly escalated, complex, or reputational‑risk cases.
• Support case owners by conducting deep‑dive research, gathering documentation, and coordinating with Legal, Compliance, and Servicing business partners.
• Provide recommendations on risk posture, remediation options, and communication strategy.
• Ensure responses meet regulatory, investor, and internal quality standards.
• Manage the BBB portal, including intake, assignment, tracking, public portal responses and quality review.
• Monitor and triage Google/social media reviews, escalating reputational‑risk items as needed.
• Maintain reporting and trend analysis for public‑facing channels.
• Provide coaching and feedback to team members on case quality, documentation, tone, and regulatory defensibility.
• Conduct quality reviews of high‑risk or complex cases.
• Maintain and update templates, job aids, and communication standards.
• Identify recurring issues, process gaps, and cross‑functional bottlenecks.
• Partner with Business Units to recommend and implement workflow improvements.
• Provide insights and trend analysis to leadership to support strategic decision‑making.

Benefits

• Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees