Customer Advocacy Specialist

Jobtailor; Dallas (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor is seeking a Senior Escalations Specialist to manage highly escalated customer complaints with executive and regulatory stakeholders. You will act as the primary contact for escalations, coordinate with servicing, operations, and legal teams, and guide borrowers through repayment or forbearance options.

You will drive root cause analyses, researching issues to implement durable resolutions while meeting stringent timelines and performance goals.

Qualifications

• Experience managing highly escalated, complex, and sensitive customer complaints.
• Ability to handle complaints from executive leadership, regulatory agencies, and high-profile stakeholders.
• Ability to ensure accurate, compliant, and timely responses.
• Ability to manage special-handling accounts.
• Investigative research skills.

Responsibilities

• Manage highly escalated, complex, and sensitive complaints from executive leadership and regulators.
• Serve as the customer-facing point of contact for escalated complaints from executive offices and investor representatives.
• Initiate outbound contact with borrowers on escalated cases and provide resolution options.
• Coordinate with servicing, operations, and legal teams to ensure compliant responses.

Skills

Escalated Complaint Management

Investigative Research Skills

Cross-Functional Collaboration

Root Cause Analysis

Borrower Assistance Knowledge

Tools

ACH Enrollment

Repayment Plans

Forbearance Options

Job description

• Manage highly escalated, complex, and sensitive complaints from executive leadership, regulatory agencies, and high-profile stakeholders
• Serve as the customer-facing point of contact for escalated complaints from executive offices, regulatory offices, and investor representatives
• Initiate outbound contact with borrowers on escalated or high-sentiment cases
• Ensure responses are accurate, compliant, and delivered within required timelines
• Manage and monitor sensitive, high-value, or previously escalated accounts
• Coordinate with servicing, operations, and legal teams
• Handle inbound calls from customers with escalated complaints or inquiries
• Perform independent research to identify root causes and implement resolutions
• Provide leadership with real-time feedback on trends
• Educate borrowers on assistance programs and present repayment or forbearance options
• Set up one-time drafts, promote ACH enrollment, and follow up on payment commitments
• Participate in root cause analysis for recurring complaint trends
• Meet or exceed monthly performance goals outlined in the agent scorecard

Requirements

• Experience managing highly escalated, complex, and sensitive customer complaints
• Ability to handle complaints from executive leadership, regulatory agencies, and high-profile stakeholders
• Ability to ensure accurate, compliant, and timely responses
• Ability to manage special-handling accounts
• Investigative research skills
• Ability to collaborate cross-functionally with servicing, operations, and legal teams
• Ability to identify root causes and implement resolutions
• Knowledge of borrower assistance programs and short-term resolution options, including repayment or forbearance plans
• Ability to set up one-time drafts and promote ACH enrollment
• Ability to meet or exceed monthly performance goals

Core Competencies

Demonstrates expertise in managing escalated customer complaints, ensuring compliance and accuracy in responses, and collaborating effectively with cross-functional teams. Proficient in identifying root causes and implementing resolutions while educating borrowers on assistance programs.

Highest-signal resume keywords

• Escalated Complaint Management
• Investigative Research Skills
• Cross-Functional Collaboration
• Root Cause Analysis
• Knowledge of Borrower Assistance Programs

Hard Skills

• Complaint Management
• Root Cause Analysis
• ACH Enrollment
• Repayment Plans
• Forbearance Options

Soft Skills

• Leadership
• Communication
• Problem-Solving

Industry Keywords

• Regulatory Compliance
• Customer Service
• High-Value Accounts
• Performance Goals
• Sensitive Complaints