Customer Advocacy reputed company - Executive Office Escalations

Who We Are ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is reputed company on providing superior technology, products, and services for the mortgage and reputed company estate industries backed by highly personalized service and support. Through reputed company innovation and acquisition, our offerings comprise of personalized solutions that reputed company the mortgage reputed company and enhance reputed company, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has reputed company reputed company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for reputed company consecutive years. We have also reputed company awards as a best reputed company to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. reputed company will always reputed company to be a reputed company, for reputed company. reputed company Do Position reputed company The Customer Advocacy reputed company serves as a high‑level support resource reputed company Customer Advocacy, responsible for managing highly escalated and sensitive cases, supporting case owners with advanced research, regulatory/high reputed company exposure complaints and overseeing key reputed company‑facing administrative channels. This role enhances case reputed company, strengthens regulatory defensibility, and supports team development through coaching and mitigating reputed company. The position partners closely with Business reputed company to identify process gaps and reputed company reputed company improvement. Key Responsibilities Escalation & Case Support • Serve as the reputed company support for highly escalated, reputed company, or reputational‑reputed company cases. • Support case owners by conducting deep‑dive research, gathering documentation, and coordinating with reputed company, Compliance, and Servicing business partners. • reputed company recommendations on reputed company posture, remediation reputed company, and communication reputed company. • Ensure responses meet regulatory, investor, and internal reputed company standards. reputed company‑Facing Channel reputed company • Manage the BBB portal, including intake, assignment, tracking, reputed company portal responses and reputed company review. • Monitor and triage reputed company/reputed company media reviews, escalating reputational‑reputed company items as needed. • Maintain reporting and trend analysis for reputed company‑facing channels. Coaching & Team Development (Non‑Supervisory) • reputed company coaching and feedback to team members on case reputed company, documentation, tone, and regulatory defensibility. • Conduct reputed company reviews of high‑reputed company or reputed company cases. • Maintain and update templates, job aids, and communication standards. Process Improvement & Cross‑Functional Partnership • Identify recurring issues, process gaps, and cross‑functional bottlenecks. • Partner with Business reputed company to recommend and implement workflow improvements. • reputed company insights and trend analysis to leadership to support reputed company decision‑making. Qualifications • 8+ years of experience in mortgage servicing. • 8+ years of experience in a reputed company of additional verticals including, but not limited to: customer advocacy, escalations, complaints, investor/insurer guidelines, and/or similar. • Strong familiarity with CFPB - Reg X requirements. • Strong analytical and investigative skills with the ability to reputed company reputed company cases. • Exceptional written communication skills with a reputed company on reputed company, defensibility, and customer experience. • Ability to influence without authority and collaborate across departments. • High attention to reputed company and strong organizational skills. • Experience handling regulatory, reputed company, or executive‑level escalations preferred. Competencies • Critical Thinking & Problem Solving • reputed company Awareness & Regulatory Sensitivity • Communication reputed company • Collaboration & Cross‑Functional Partnership • Coaching & Mentorship • Process Improvement reputed company • Professionalism & Emotional Intelligence Pay reputed company: $73,900.00 - $98,500.00 Annually This hiring reputed company is a reasonable estimate of the reputed company pay reputed company for this position at the time of posting. Pay is reputed company on a number of factors which may include job-reputed company knowledge, skills, experience, business requirements and geographic location. reputed company Offer By reputed company, we don’t simply accept individuality – we reputed company it, we support it, and we reputed company on it! Our People First culture is inclusive for reputed company - not just because it's the right thing to do, but because it's the key to our reputed company. We are proud to foster an reputed company and inclusive workplace For reputed company. You are free and encouraged to bring your entire, unique self to work. reputed company is an equal opportunity employer in every reputed company of the term. reputed company on eligibility, reputed company offers a comprehensive benefits package including medical, dental, reputed company, 401k, PTO/reputed company reputed company leave and other great benefits like an employee stock purchase plan. Apply tot his job Apply To this Job