Servicing - Customer Advocate

Position Summary

We are seeking a dedicated Customer Advocate to serve as the primary point of contact for customers with past-due loans. This role focuses on managing delinquent loan accounts while providing exceptional customer support and education.

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 and repayment plans
• Monitor and follow up on active payment arrangements to ensure adherence and success
• Determine when a loan should be escalated to Loss Mitigation based on customer hardship or policy requirements
• Maintain accurate, detailed, and timely documentation of all borrower interactions

Requirements

• High school diploma or equivalent
• Working knowledge of delinquency cycles 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 skills
• 100% on-site availability at Pontiac, Michigan office
• Compliance with FDCPA, RESPA, CFPB, and state-level regulations
• 1+ years of experience in mortgage servicing, collections, or customer advocacy
• Associate or bachelor's degree
• Proficiency in Microsoft Office and loan servicing platforms such as MSP
• Knowledge of Bankruptcy and Foreclosure referral processes
• Bilingual Spanish/English