Customer Advocacy Lead - Executive Office Escalations

Customer Advocacy Lead

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.

Key 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.

Public-Facing Channel Oversight

• 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.

Coaching & Team Development (Non-Supervisory)

• 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.

Process Improvement & Cross-Functional Partnership

• 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.

Qualifications

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

Competencies

• Critical Thinking & Problem Solving
• Risk Awareness & Regulatory Sensitivity
• Communication Excellence
• Collaboration & Cross-Functional Partnership
• Coaching & Mentorship
• Process Improvement Mindset
• Professionalism & Emotional Intelligence

Pay Range: $73,900.00 - $98,500.00 Annually This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.