Servicing Customer Advocate
About The Position
The Customer Advocate serves as the first line of defense for all past-due loans, supporting customers from the moment a loan becomes delinquent until the loan is brought current or transitioned to Loss Mitigation, Bankruptcy or Foreclosure. This role focuses on advocacy, engagement, resolution, and retention while ensuring compliance with all regulatory and investor requirements. Customer Advocates work with loans at any stage of delinquency, proactively engaging customers to understand their situation, provide solutions, and help bring accounts current whenever possible. The goal is to prevent escalation through timely, empathetic, and effective intervention. This role requires 100% onsite attendance in our Pontiac office. The shifts are 10am-7pm or 11am-8pm Monday-Friday.
Requirements
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
- Preferred: 1+ years of experience in mortgage servicing, collections, loss mitigation, or customer advocacy.
- Working knowledge of delinquency cycles, mortgage loan terms, and default resolution strategies.
- Strong understanding of customer hardship conversations and financial counseling techniques.
- Excellent verbal and written communication skills.
- Proven ability to de-escalate difficult conversations with empathy and professionalism.
- High attention to detail with strong documentation and system navigation skills.
- Preferred: Proficiency in Microsoft Office (Word, Excel, Outlook) and loan servicing platforms (e.g., MSP).
Nice To Haves
- Knowledge of Bankruptcy and Foreclosure referral processes.
- Bilingual capabilities (Spanish/English strongly preferred).
Responsibilities
- Serve as the primary point of contact for customers with past-due loans at any delinquency stage.
- Initiate outbound calls and manage inbound inquiries to resolve delinquent loan accounts.
- Identify the root cause of delinquency through active listening and financial discovery.
- Educate customers on loan status, payment expectations, and consequences of continued delinquency.
- Assist customers in bringing accounts current using approved options, including: Reinstatements Promise to Pay (PTP) arrangements Repayment Plans Forbearance options
- Monitor and follow up on active payment arrangements to ensure adherence and success.
- Determine when a loan should be escalated and transitioned to Loss Mitigation (LM) based on customer hardship, delinquency progression, or policy requirements.
- Act as an advocate for the customer while balancing risk, compliance, and investor guidelines.
- Maintain accurate, detailed, and timely documentation of all borrower interactions in the loan servicing system.
- Ensure full compliance with all applicable regulations and policies, including FDCPA, RESPA, CFPB, and state-level guidelines.
- Meet or exceed performance metrics related to resolution rates, call quality, compliance, and customer experience.
Benefits
- Paid Time Off (PTO) after just 30 days
- Additional parental and maternity leave benefits after 12 months
- Adoption reimbursement program
- Paid volunteer hours
- Paid training and career development
- Medical, dental, vision and life insurance
- 401k with employer match
- Mortgage discount and area business discounts
- Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
- Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
- Gourmet cafeteria featuring homemade breakfast and lunch
- Convenience store featuring healthy grab-and-go snacks
- In-house Starbucks and Dunkin
- Indoor/outdoor café with Wi-Fi
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
