Customer Advocate Representative

About the role

Responsible for handling inbound and outbound calls in a customer-facing role. Acts as the Single Point of Contact (SPOC) for borrowers in default or facing imminent default assisting with Loss Mitigation alternatives. Reviews and resolves in-depth servicing issues, research, and escalations not limited to escrow, payment discrepancies and loss mitigation.

Responsibilities

• Acts as the SPOC and maintains relationship with borrower until hardship and delinquency status is overcome from day 60+.
• Liaises between the customer and Loss Mitigation.
• Utilizes strong phone and customer service skills along with general understanding of Loss Mitigation to communicate with customer.
• Fully understand all GSE, HUD/VA/USDA guidelines for retention and disposition options.
• Manages a portfolio size of 150 loans + by meeting all investor and company guidelines.
• Responsible for reviewing and collecting missing documents on incomplete workout packages within strict timelines.
• Works directly with delinquent borrowers to resolve past due delinquency; negotiates reasonable payment arrangements and/or extended repayment plans; collects on past due loans.
• Discusses appropriate foreclosure alternative by providing detailed requirements for package submissions and timeframe of the review process.

Requirements

• Minimum 2 years of SPOC Loan Servicing experience required; Loss Mitigation experience preferred.
• Experience working in a Contact Center environment and ability to navigate an inbound/outbound dialer.
• Ability to pass the Nationwide Mortgage Licensing System (NMLS) exam; all incumbents must be licensed in every state they conduct business in.
• Black Knight MSP or DOS experience preferred.
• Excellent written and verbal communication; Spanish speaking a plus.
• Bachelor’s Degree preferred, High School Degree or equivalent required.

Benefits

• Competitive compensation package based on experience and skill set.
• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
• Work with other passionate