Borrower Advocate

Role overview Serve as a primary contact for borrowers after their loans close, helping them navigate servicing and project challenges throughout the loan lifecycle. The role combines relationship management, payment support, and early intervention to resolve issues and reduce the risk of delinquency.

Responsibilities - Keep borrowers informed about loan terms, servicing steps, and their post-closing responsibilities. - Track project progress and help address delays, budget overruns, and other borrower concerns. - Investigate and resolve questions or disputes about servicing, payments, and loan modifications; escalate complex cases when needed. - Explain statements, payment schedules, interest, principal reduction, payoff amounts, and portal access. - Contact borrowers showing signs of payment difficulty and coordinate with servicing and compliance colleagues on prevention steps. - Record customer interactions accurately and share recurring issues with internal teams to improve the borrower experience.

Requirements - Bachelor’s degree and at least one year of mortgage-related collections, customer service, or sales experience. - Understanding of the mortgage lifecycle and its processing steps. - Ability to build relationships, work collaboratively, and take customer issues through to resolution. - Broad familiarity with real estate transactions. - Working knowledge of spreadsheets and Microsoft Office.

Nice to have - Leadership or team-lead experience, project management experience, or familiarity with tax, escrow analysis, mortgage insurance, or hazard insurance.

Benefits and work setup - Remote work is supported for most roles, with occasional in-person gatherings; remote employees may receive a one-time office setup reimbursement and a monthly internet and phone stipend. - The stated annual base pay range is $45,000–$68,000, plus a $6,000 variable bonus. Starting pay may depend on skills, experience, location, and market conditions. - Benefits include health coverage, employer HSA contributions for eligible plans, disability and life insurance, flexible time off, paid leave, and a 401(k) match.