Client Advocate

Brightshore Mortgage, Inc.; Ocala (FL); On-site; USD 40,000 - 60,000; Full time

Job summary

BrightShore Mortgage is seeking a Client Advocate to serve as a dedicated servicing liaison for subservicing clients, internal business units, correspondent partners, and retail loan officers. This role manages inbound inquiries, provides accurate updates, and ensures high service levels through clear communication, timely follow-up, and coordinated responses.

The Client Advocate works closely with Escrow, Customer CARE, Default, and Investor Reporting to research questions, deliver reporting,

Qualifications

• High school diploma or GED; associate or bachelor preferred.
• 3+ years in mortgage servicing or client relationship roles.
• Familiarity with escrow, default, and payment workflows.
• Professional written and verbal communication skills.
• Ability to manage multiple priorities and respond promptly.
• Experience with subservicing clients or internal teams is a plus.

Responsibilities

• Serve as primary servicing contact for subservicing clients and internal stakeholders.
• Monitor and respond to client inquiries related to loan servicing.
• Coordinate data gathering with Escrow, Default, Customer CARE, and Investor Reporting.
• Track open inquiries and document resolutions and follow-ups.
• Escalate complex issues to leadership or Compliance as needed.
• Provide servicing updates to support post-origination activities.
• Assist with client-facing reporting and servicing documentation.
• Participate in team meetings and servicing-improvement initiatives.

Skills

Loan servicing knowledge

Clear communication

Time management

Written communication

Cross-team collaboration

Confidentiality

Relationship management

Process improvement

Data interpretation

Detail orientation

Education

High school diploma

Associate/Bachelor preferred

Tools

MSP

FICS

Microsoft Office

Word processing

Email

Internet software

Job description

Position Summary

The Client Advocate serves as a dedicated servicing liaison for BrightShore Mortgage’s subservicing clients, internal business units, correspondent partners, and retail loan officers. This role is responsible for managing inbound inquiries related to loan servicing, providing accurate updates, and ensuring high service levels through clear communication, timely follow-up, and coordinated responses.

The Client Advocate works closely with departments such as Escrow, Customer CARE, Default, and Investor Reporting to research and resolve client servicing questions, deliver reporting or documentation when requested, and ensure transparency into key account-level activities. While the role interfaces with Correspondent Partners, its focus is strictly on post-sale servicing responsibilities and related requests.

By supporting key stakeholders with professionalism and consistency, the Client Advocate reinforces BrightShore Mortgage’s pillars of Leadership, Raving Fans, Transparency, and High Performance, ensuring each client interaction reflects the company’s servicing standards and commitment to relationship-driven support.

Core Competencies:

• Demonstrates a strong understanding of loan servicing operations, including escrow, payment processing, default, and investor reporting workflows
• Communicates clearly and professionally with subservicing clients, internal departments, loan officers, and correspondent partners on servicing-related matters
• Manages multiple incoming requests efficiently, prioritizing time-sensitive items and coordinating with internal teams for accurate and timely responses
• Maintains a service-oriented mindset, focused on building trust and delivering consistent support aligned with client expectations
• Displays excellent written communication skills, producing professional, concise, and informative responses across email and internal messaging platforms
• Collaborates across departments to track, follow up on, and close client inquiries with full documentation and attention to detail
• Demonstrates ownership of assigned accounts and communication channels, ensuring no request is left unanswered or delayed
• Protects company and client confidentiality by adhering to servicing guidelines, communication standards, and documentation protocols
• Upholds BrightShore Mortgage’s pillars of Leadership, Raving Fans, Transparency, and High Performance by providing reliable and thoughtful client support
• Demonstrates the ability to identify trends or recurring client issues and collaborate with leadership to recommend process improvements that enhance client service and borrower experience
• Reads, interprets, and communicates findings from complex servicing or client-facing reports, translating technical data into actionable, client-friendly insights

Supervisor Responsibilities (if applicable):

• N/A

Duties/Responsibilities

• Serve as the primary servicing contact for assigned subservicing clients, internal stakeholders, and servicing-related correspondent partners.
• Monitor and respond to incoming client communications, including email inquiries related to loan servicing activity, account status, and operational questions.
• Coordinate with internal departments such as Escrow, Default, Customer CARE, and Investor Reporting to gather data and provide accurate, timely responses.
• Track open client inquiries and ensure proper documentation of all communication, resolutions, and follow-up actions.
• Escalate time-sensitive or complex issues to department leadership, Compliance, or Legal as appropriate.
• Provide servicing updates and context to support retail loan officers post-origination as needed.
• Support onboarding and ongoing relationship management of subservicing clients by providing answers, clarifications, and process insight related to servicing activities.
• Maintain awareness of investor requirements and servicing timelines to ensure accurate communication and client education.
• Assist with client-facing reporting or audit-related documentation when requested by leadership.
• Participate in team meetings, client update sessions, and servicing improvement initiatives as needed.
• Promote a responsive, transparent, and proactive service experience across all supported relationships.
• Perform other duties or project-based assignments as directed to support the servicing and client relationship management functions.

Education, Experience and /or Skills

• High school diploma or GED required; Associate’s or Bachelor’s degree in Business, Finance, Communications, or a related field preferred.
• 3+ years of experience in mortgage servicing, client relationship management, or internal servicing support roles.
• Familiarity with servicing systems such as FICS, and general understanding of escrow, default, and payment processing workflows.
• Prior experience responding to internal or external servicing inquiries in a professional environment preferred.
• Strong written and verbal communication skills with the ability to provide clear, accurate, and professional responses across communication channels.
• Proven ability to manage multiple priorities and respond to time-sensitive requests with professionalism and follow-through.
• Experience working with subservicing clients, correspondent partners (servicing-related), or internal business units is highly desirable.
• High attention to detail and comfort working across departments to resolve open questions or data needs.
• Demonstrated commitment to providing dependable, relationship-driven client service aligned with company values and servicing standards.

Computer & Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other workstation and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

EEO Statement: As part of our dedication to the diversity of our workforce, BrightShore Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.