Customer Advocacy Specialist (Hybrid Schedule)

Selene Diligence•Dallas, TX

1d•Hybrid

About The Position

The Customer Advocacy Specialist manages highly escalated, complex, and sensitive complaints, including those received from executive leadership, regulatory agencies, and high-profile stakeholders. The role aims to resolve issues accurately, compliantly, and within required timelines, while protecting the organization’s reputation and maintaining customer trust. Responsibilities also include managing special-handling accounts, conducting investigative research, proactively contacting customers on escalated or high-sentiment cases, and working across teams to address root causes and prevent recurrence. Occasional investor interaction may be required to influence favorable outcomes when right-party contact is established. This role offers a flexible hybrid schedule, with time split between remote work and office collaboration. The Specialist serves as a customer-facing contact for escalated complaints, coordinates with servicing, operations, and legal teams, and handles inbound calls on special-handling accounts. The role also includes educating borrowers about assistance programs and short-term resolution options, following up on payment commitments, and meeting monthly performance goals.

Responsibilities

Serve as the customer-facing point of contact for escalated complaints from executive offices, regulatory offices, and investor representatives.
Initiate outbound contact with borrowers on escalated or high-sentiment cases to de-escalate concerns, clarify issues, and set resolution expectations.
Ensure responses are accurate, compliant, and delivered within required timelines.
Manage and monitor accounts requiring unique handling because of sensitivity, high value, or prior escalation.
Coordinate with servicing, operations, and legal teams to ensure actions are consistent with agreed handling parameters.
Handle inbound calls from customers with escalated complaints or inquiries about special-handling accounts.
Conduct independent research and collaborate with internal teams to identify root causes and implement resolutions.
Provide leadership with real-time feedback on trends identified during outreach.
Educate borrowers about available assistance programs and present short-term resolution options, such as repayment or forbearance plans.
Set up one-time drafts, promote ACH enrollment, and follow up on payment commitments.
Participate in root cause analysis of recurring complaint trends.
Meet or exceed monthly performance goals outlined in the agent scorecard.