Customer Advocacy Research Specialist

Position Summary

The Customer Advocacy Research Specialist is responsible for thoroughly investigating customer complaints and inquiries, identifying root causes, and supporting the Customer Advocacy Specialists. This role involves providing complaint resolution in both written and verbal channels, with a focus on cash management, escrow administration, or default servicing. The ideal candidate should have a strong understanding of mortgage regulations, servicing operations, and a commitment to improving customer experience.

Essential Duties and Responsibilities

• Conduct detailed case investigations for escalated, executive, or regulatory complaints involving Cash, Escrow, or Default Servicing
• Review servicing system data, payment history, call logs, correspondence, and documents to determine facts and identify servicing errors on highly escalated and presidential complaints
• Perform independent research and collaborate with other departments to identify issues' root cause and resolution
• Act as a liaison between the Call Center, Correspondence Team, and servicing departments to expedite resolutions for customers
• Draft professional, accurate, and compliant written responses for executive offices, the CFPB, state regulators, attorneys, and internal stakeholders
• Facilitate a resolution for any customer complaint or inquiry with deeper knowledge of Selene servicing practices
• Document findings and resolutions clearly in complaint tracking systems; tag and analyze root cause trends
• Recommend process improvements or policy updates based on recurring complaint themes or operational gaps
• Participate in quality assurance reviews and support internal or external audit complaint handling and response accuracy
• Maintain monthly goals as established in the agent scorecard

Qualifications

• Excellent attention to detail
• Ability to multi-task and consistently meet multiple deadlines
• Strong verbal and written communication skills
• Ability to work in a team environment
• Strong customer-service orientation
• Ability to use good judgment
• Ability to deescalate emotional customers

Education/Experience

• High school diploma or general education degree (GED) required
• Associate's degree (A. A.) from two-year College preferred
• Two to four years' related experience and/or training required
• Mortgage experience with knowledge of Black Knight products and the various areas of Call Center, Escrow, Cash Processing, and Default (e.g. Bankruptcy, Foreclosure, REO, etc.) preferred
• Bi-lingual language is a plus

Computer Skills

• Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook)
• Previous experience with MSP, Black Knight/LPS, and Sagent preferred