Client Escalation Specialist

Job Description

Job Description

Overview

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

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s 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, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

More reasons you’ll 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 physician’s 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

Responsibilities

• 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.

Qualifications

Must-Have Qualifications

• High school diploma or equivalent required; associate or bachelor’s 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).