Servicing - Customer Advocate

Benefits

Parental leave

Not verified

Non-birth-parent leave

Not verified

Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

Not verified

Relocation assistance

Not verified

Childcare support

Not verified

Learning budget

Not verified

Verification

Not verified checked Jun 7, 2026

Salary

Not verified

401(k) match

Reported from DOL Form 5500 industry filing (not employer-specific)

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Market context

U.S. role benchmark (BLS OEWS)

$78,856 U.S. median for this role

Projected growth (BLS Employment Projections)

+0.8% - Slower

Matched to SOC 11-1021 - Customer Success aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

Shift type

Not verified

Weekend work

Not verified

Company

Company stage

Public-company Verified - from the job posting source checked Jun 20, 2026

Equity

Offered Verified - SEC 10-K source checked Jun 20, 2026

Application

Cover letter

Not verified

Assessment

Not verified

Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Servicing - Customer Advocate Pontiac, MI, US 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. WHAT YOU WILL BE DOING 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, deli

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