Servicing - Customer Advocate

Job Description Job Description

Position Summary

We are seeking a compassionate and results-driven Mortgage Customer Advocate to join our mortgage servicing team. In this role, you will serve as the primary point of contact for homeowners with past-due mortgage loans, helping them understand their options and resolve delinquent accounts before they progress to Loss Mitigation, Bankruptcy, or Foreclosure.

The ideal candidate has experience in mortgage servicing, collections, customer advocacy, default servicing, or loss mitigation and is passionate about helping customers while maintaining compliance with investor and regulatory requirements.

Responsibilities

• Serve as the primary point of contact for borrowers with delinquent mortgage loans at all stages of delinquency.
• Handle inbound and outbound calls to discuss account status, payment options, and available mortgage assistance programs.
• Identify the root cause of delinquency through active listening and financial discovery.
• Educate borrowers on mortgage loan status, payment expectations, delinquency timelines, and potential consequences of non-payment.
• Assist borrowers with approved resolution options, including:
• • Reinstatements
  • Promise-to-Pay (PTP) arrangements
  • Repayment Plans
  • Forbearance Agreements
• Monitor active payment arrangements and follow up to promote successful loan resolution.
• Identify borrowers experiencing financial hardship and refer eligible accounts to the Loss Mitigation team when appropriate.
• Maintain accurate documentation of all borrower communications within the mortgage servicing system.
• Ensure compliance with CFPB, RESPA, FDCPA, investor guidelines, and applicable federal and state mortgage servicing regulations.
• Meet or exceed quality, compliance, productivity, customer service, and collection performance goals.
• Work collaboratively with Loss Mitigation, Bankruptcy, Foreclosure, Customer Service, and Compliance teams to provide the best possible borrower experience.

Required Qualifications

• High school diploma or equivalent required.
• 1+ years of experience in mortgage servicing, mortgage collections, default servicing, loss mitigation, customer advocacy, or financial services.
• Strong understanding of mortgage delinquency, collections, foreclosure prevention, and borrower assistance programs.
• Excellent verbal and written communication skills.
• Proven ability to build rapport, de-escalate challenging conversations, and negotiate positive outcomes.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple accounts while meeting productivity and regulatory deadlines.
• Proficiency with Microsoft Office, including Word, Excel, and Outlook.
• Experience with mortgage servicing platforms such as MSP (ICE Mortgage Technology/Black Knight) or similar servicing system

Preferred Qualifications

• Associate's or Bachelor's degree in Business, Finance, or a related field.
• Experience with Loss Mitigation referrals, Bankruptcy, Foreclosure, or Default Servicing.
• Knowledge of Fannie Mae (FNMA), Freddie Mac (FHLMC), FHA, VA, and Ginnie Mae (GNMA) servicing requirements.
• Bilingual (English/Spanish) preferred.

Benefits

We offer a competitive benefits package designed to support your personal and professional success, including:

• Competitive salary
• Medical, dental, and vision insurance
• Company-paid life insurance
• 401(k) with employer matching
• Paid time off and paid holidays
• Paid training and career development
• Employee Assistance Program (EAP)
• Wellness initiatives
• Opportunities for career growth and advancement

Why Join Our Team?

Our team is dedicated to helping homeowners find solutions during difficult financial situations. We foster a collaborative environment where integrity, empathy, accountability, and continuous improvement are valued. If you're looking to build a rewarding career in mortgage servicing while making a meaningful difference for borrowers, we'd love to hear from you.

Equal Opportunity Employer

We are an Equal Opportunity Employer committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected under applicable law.