Customer Advocacy Lead - Executive Office Escalations

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.