Customer Advocacy Lead - Executive Office Escalations
What We Do
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.
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
What We Offer
By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it’s the right thing to do, but because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work.
First American is an equal opportunity employer in every sense of the term.
Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.