Entry Level Mortgage Collections

The Customer Advocate serves as the first line of defense for all past-due loans supporting customers from the moment a loan becomes delinquent until the loan is brought current or transitioned to Loss Mitigation Bankruptcy or Foreclosure

This role focuses on advocacy engagement resolution and retention while ensuring compliance with all regulatory and investor requirements. Customer Advocates work with loans at any stage of delinquency proactively engaging customers to understand their situation provide solutions and help bring accounts current whenever possible. The goal is to prevent escalation through timely empathetic and effective intervention.

This role requires 100% onsite attendance in our Pontiac office. The shifts are 10am-7pm or 11am-8pm Monday-Friday.

• Serve as the primary point of contact for customers with past-due loans at any delinquency stage.
• Initiate outbound calls and manage inbound inquiries to resolve delinquent loan accounts.
• Identify the root cause of delinquency through active listening and financial discovery.
• Educate customers on loan status payment expectations and consequences of continued delinquency.
• Assist customers in bringing accounts current using approved options including:
• Reinstatements
• Promise to Pay (PTP) arrangements
• Repayment Plans
• Forbearance options
• Monitor and follow up on active payment arrangements to ensure adherence and success.
• Determine when a loan should be escalated and transitioned to Loss Mitigation (LM) based on customer hardship delinquency progression or policy requirements.
• Act as an advocate for the customer while balancing risk compliance and investor guidelines.
• Maintain accurate detailed and timely documentation of all borrower interactions in the loan servicing system.
• Ensure full compliance with all applicable regulations and policies including FDCPA RESPA CFPB and state-level guidelines.
• Meet or exceed performance metrics related to resolution rates call quality compliance and customer experience.

Must-Have Qualifications

• High school diploma or equivalent required; associate or bachelors degree preferred.
• Preferred: 1 years of experience in mortgage servicing collections loss mitigation or customer advocacy.
• Working knowledge of delinquency cycles mortgage loan terms and default resolution strategies.
• Strong understanding of customer hardship conversations and financial counseling techniques.
• Excellent verbal and written communication skills.
• Proven ability to de-escalate difficult conversations with empathy and professionalism.
• High attention to detail with strong documentation and system navigation skills.
• Preferred: Proficiency in Microsoft Office (Word Excel Outlook) and loan servicing platforms (e.g. MSP).

Nice-to-Have Qualifications

• Knowledge of Bankruptcy and Foreclosure referral processes.
• Bilingual capabilities (Spanish/English strongly preferred).

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans Its all happening on UWMs campus where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

Its no wonder that out of our six pillars People Are Our Greatest Asset is number one. Its at the very heart of how we treat each other our clients and our community. Whether its providing elite client service or continuously striving to improve our pillars provide a pathway to a more successful personal and professional life.

From the team member that holds a door open to the one that helps guide your career youll feel the encouragement and support on day one. No matter your race creed gender age sexual orientation and ethnicity youll be welcomed here. Accepted here. And empowered to Be You Here.

More reasons youll love working here include:

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical dental vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large state-of-the-art fitness center including exercise classes such as yoga and Zumba various sports leagues and a full-size basketball court
• Wellness area including an in-house primary-care physicians office full-time massage therapist and hair salon
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor café with Wi-Fi