Compliance Advocate

The Client Advocate serves as a dedicated servicing liaison for BrightShore Mortgage’s subservicing clients, internal business units, correspondent partners, and retail loan officers. The Client Advocate works closely with departments such as Escrow, Customer CARE, Default, and Investor Reporting to research and resolve client servicing questions, deliver reporting or documentation when requested, and ensure transparency into key account-level activities. By supporting key stakeholders with professionalism and consistency, the Client Advocate reinforces BrightShore Mortgage’s pillars of Leadership, Raving Fans, Transparency, and High Performance, ensuring each client interaction reflects the company’s servicing standards and commitment to relationship-driven support.

Demonstrates a strong understanding of loan servicing operations, including escrow, payment processing, default, and investor reporting workflows

Maintains a service-oriented mindset, focused on building trust and delivering consistent support aligned with client expectations

Displays excellent written communication skills, producing professional, concise, and informative responses across email and internal messaging platforms

Demonstrates ownership of assigned accounts and communication channels, ensuring no request is left unanswered or delayed

Upholds BrightShore Mortgage’s pillars of Leadership, Raving Fans, Transparency, and High Performance by providing reliable and thoughtful client support

Demonstrates the ability to identify trends or recurring client issues and collaborate with leadership to recommend process improvements that enhance client service and borrower experience

Reads, interprets, and communicates findings from complex servicing or client-facing reports, translating technical data into actionable, client-friendly insights

Serve as the primary servicing contact for assigned subservicing clients, internal stakeholders, and servicing-related correspondent partners.

Monitor and respond to incoming client communications, including email inquiries related to loan servicing activity, account status, and operational questions.

Coordinate with internal departments such as Escrow, Default, Customer CARE, and Investor Reporting to gather data and provide accurate, timely responses.

Escalate time-sensitive or complex issues to department leadership, Compliance, or Legal as appropriate.

Perform other duties or project-based assignments as directed to support the servicing and client relationship management functions.

High school diploma or GED required; Associate’s or Bachelor’s degree in Business, Finance, Communications, or a related field preferred.

3+ years of experience in mortgage servicing, client relationship management, or internal servicing support roles.

Familiarity with servicing systems such as FICS, and general understanding of escrow, default, and payment processing workflows.

Experience working with subservicing clients, correspondent partners (servicing-related), or internal business units is highly desirable.

High attention to detail and comfort working across departments to resolve open questions or data needs.

Computer & Equipment Skills

Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)

MSP or FICS’ Mortgage Servicer a plus

Internet software

Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)

Vision (with or without correction) sufficient to read a computer screen and to operate office equipment

Clear speaking voice on the telephone, in person, and recorded

Hearing within normal ranges in noise environments typical of office

Able to sit for long periods of time at computer or other workstation and in meetings

Able to use computers and operate equipment

EEO Statement: As part of our dedication to the diversity of our workforce, BrightShore Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

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