Customer Advocate Representative

Jobvite, Inc.; Plano (TX); On-site; USD 38,000 - 53,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Tuition reimbursement

Wellness program

Generous paid time off

Paid training

Job summary

loanDepot seeks a customer-focused specialist to act as the single point of contact for borrowers in or near default, guiding them through loss mitigation options and coordinating with the Loss Mitigation team to resolve complex servicing issues.

You will navigate GSE/HUD/VA/USDA guidelines, manage a 150-loan portfolio, and ensure timely collection of required documents while negotiating feasible payment plans and explaining foreclosure alternatives.

Qualifications

• Minimum 2 years of SPOC loan servicing experience.
• Experience in a contact center environment.
• Ability to pass NMLS exam and be licensed in states of operation.
• Spanish language a plus.

Responsibilities

• Be the SPOC and maintain borrower relationship through hardship stage (day 60+).
• Coordinate with Loss Mitigation and communicate with borrowers using strong phone and customer service skills.
• Understand and apply GSE, HUD/VA/USDA guidelines for retention and disposition options.
• Manage a portfolio of 150 loans per investor and company guidelines.
• Review and collect missing documents within strict timelines for incomplete workout packages.
• Negotiate payment arrangements for past-due loans and coordinate extended repayment plans.
• Explain foreclosure alternatives and outline submission requirements and review timelines.

Skills

SPOC experience

Loss Mitigation

Customer service

Phone skills

Spanish speaking

Education

Bachelor’s Degree preferred

High School Degree or equivalent required

Tools

Black Knight MSP

Black Knight DOS

Job description

Position Summary:

Responsible for handling inbound and outbound calls in a customer-facing role. Acts as the Single Point of Contact (SPOC) for borrowers in default or facing imminent default assisting with Loss Mitigation alternatives. Reviews and resolves in-depth servicing issues, research, and escalations not limited to escrow, payment discrepancies and loss mitigation.

Responsibilities:

• Acts as the SPOC and maintains relationship with borrower until hardship and delinquency status is overcome from day 60+.
• Liaises between the customer and Loss Mitigation. Utilizes strong phone and customer service skills along with general understanding of Loss Mitigation to communicate with customer.
• Fully understand all GSE, HUD/VA/USDA guidelines for retention and disposition options.
• Manages a portfolio size of 150 loans + by meeting all investor and company guidelines.
• Responsible for reviewing and collecting missing documents on incomplete workout packages within strict timelines.
• Works directly with delinquent borrowers to resolve past due delinquency; negotiates reasonable payment arrangements and/or extended repayment plans; collects on past due loans.
• Discusses appropriate foreclosure alternative by providing detailed requirements for package submissions and timeframe of the review process.

Requirements:

• Minimum 2 years of SPOC Loan Servicing experience required; Loss Mitigation experience preferred.
• Experience working in a Contact Center environment and ability to navigate an inbound/outbound dialer.
• Ability to pass the Nationwide Mortgage Licensing System (NMLS) exam; all incumbents must be licensed in every state they conduct business in.
• Black Knight MSP or DOS experience preferred.
• Excellent written and verbal communication; Spanish speaking a plus.
• Bachelor’s Degree preferred, High School Degree or equivalent required.

Why work for #teamloanDepot:

• Competitive compensation package based on experience and skill set.
• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
• Work with other passionate, purposeful, and customer-centric people.
• Extensive internal growth and professional development opportunities including tuition reimbursement.
• Comprehensive benefits package including Medical/Dental/Vision.
• Wellness program to support both mental and physical health.
• Generous paid time off for both exempt and non-exempt positions.

About loanDepot:

loanDepot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loanDepot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second largest non-bank retail mortgage lender, loanDepot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions. With headquarters in Southern California and offices nationwide, loanDepot is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts.

Base salary is one piece of our total rewards package and is structured within a range so you can progress as you grow in the role. For this position, the anticipated annual base salary range is $18.27 to $25.24 nationally. In certain high-cost geographic markets (CA), the anticipated annual base salary range is $21.15 to $29.09. Actual compensation will depend on your skills, experience, qualifications, and the work location tied to our geographic pay structure.

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.