Mortgage Customer Service Advocate

About the Role

The Mortgage Customer Service Advocate will be responsible for resolving and responding to escalated or complex customer complaints from various channels, including internal departments or executives, attorneys, regulators, political officials, and the Consumer Financial Protection Bureau. Assist in remediation efforts to prevent repeat complaints and reduce overall complaint volume. Perform all duties according to all company guidelines and applicable federal, state, and local regulations.

What You'll Do

• Research, resolve and respond to complaints received by phone, mail, email, fax, social media and third-party agencies
• Interface with customers and customer representatives regarding escalated complaints; determine and communicate next steps
• Track and research customer complaints
• Provide clear, complete, timely and professional written responses to customer complaints
• Engage internal and external resources as needed to support complaint resolution
• Maintain accurate and complete records for documentation
• Partner with inside and outside litigation counsel and provide required documentation as needed

Requirements

• Three (3) to five (5) years' related work experience in a legal customer complaint environment plus residential mortgage servicing experience
• Excellent analytical, verbal, and written communication skills; ability to communicate across multiple business areas and management levels
• Outstanding attention to detail and strong organizational skills
• Proficient with Microsoft 365 (Word, Outlook, and Excel)
• Ability to communicate with irate customers in a calm and professional manner
• Ability to multi-task and work in a fast-paced environment
• Ability to understand, remember, and apply oral and/or written instructions or other information
• Ability to understand complex issues and to collaborate and explore alternative solutions
• Ability to make decisions that have moderate to high impact on the immediate work unit
• Ability to organize thoughts and ideas into understandable terminology
• Ability to organize and prioritize own work schedule on a short-term basis
• Ability to count, add, subtract, multiply, divide, record, balance, and check results for accuracy
• Ability to compose letters, timelines, summaries, memoranda, and basic reports and communicate technical information orally
• Ability to communicate with individuals utilizing a softphone; requires ability to hear and speak effectively
• Ability to express or exchange ideas using the spoken word, communicating orally with others accurately, audibly, and quickly
• High school diploma required; Bachelor's degree or equivalent work experience preferred
• Must be able to work PST business hours