Servicing Customer Advocate

Job description

The Customer Advocate serves as the first line of defense for all past-due loans, supporting customers from the moment a loan becomes delinquent until the loan is brought current or transitioned to Loss Mitigation, Bankruptcy or Foreclosure. This role focuses on advocacy, engagement, resolution, and retention while ensuring compliance with all regulatory and investor requirements. Customer Advocates work with loans at any stage of delinquency, proactively engaging customers to understand their situation, provide solutions, and help bring accounts current whenever possible. The goal is to prevent escalation through timely, empathetic, and effective intervention. This role requires 100% onsite attendance in our Pontiac office. The shifts are 10am-7pm or 11am-8pm Monday-Friday. WHAT YOU WILL BE DOING: - Serve as the primary point of contact for customers with past-due loans at any delinquency stage. - Initiate outbound calls and manage inbound inquiries to resolve delinquent loan accounts. - Identify the root cause of delinquency through active listening and financial discovery. - Educate customers on loan status, payment expectations, and consequences of continued delinquency. - Assi...