Borrower Advocate
New
This position can be based remotely in any of our approved hiring regions.Full-TimeMiddle
Salary$45,000 to $68,000 + $6,000 variable bonus + benefits
Apply NowOpens the employer's application page
Job Details
- Experience
- Minimum 1 year of mortgage-related collection, customer service, or sales experience
- Required Skills
- Project ManagementMicrosoft ExcelCustomer serviceMicrosoft Office
Requirements
- Bachelor’s degree
- Minimum 1 year of mortgage-related collection, customer service, or sales experience
- Clear understanding of the mortgage lifecycle from start to finish
- Knowledge of real estate transaction methods
- Experience with Microsoft Office and Excel or equivalent spreadsheet software
- Ability to understand customer issues and own them through resolution
- Strong relationship-building and teamwork skills
- Leadership or team-lead experience preferred
- Project management experience preferred
- Knowledge of Tax, Escrow Analysis, Mortgage Insurance, and Hazard Insurance preferred
Responsibilities
- Proactively communicate with a pipeline of borrowers regarding loan terms, servicing processes, and post-closing responsibilities.
- Monitor project progress and support borrowers with challenges like project delays or budget overruns.
- Investigate and resolve post-closing borrower inquiries and disputes related to servicing, payments, and loan modifications.
- Perform outreach to at-risk borrowers to prevent default in collaboration with servicing and compliance teams.
- Assist borrowers with statement interpretation, payment schedules, online portal access, and payoff statements.
- Document all customer interactions in the system of record accurately.
- Collaborate with cross-functional teams to represent the borrower's perspective and improve processes.
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