Client Advocate at Essex Mortgage

Ocala, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Apr, 26

Salary

0.0

Posted On

03 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Loan Servicing Operations, Communication, Client Relationship Management, Documentation, Problem Solving, Attention to Detail, Team Collaboration, Time Management, Customer Service, Reporting, Escrow, Default Management, Investor Reporting, Microsoft Office, Written Communication, Data Analysis

Industry

Financial Services

Description

Job Details Job Location: Ocala, FL (In-Office) - Ocala, FL 34475 Position Type: Full Time Job Summary The Client Advocate serves as a dedicated servicing liaison for Essex Mortgage’s subservicing clients, internal business units, correspondent partners, and retail loan officers. This role is responsible for managing inbound inquiries related to loan servicing, providing accurate updates, and ensuring high service levels through clear communication, timely follow-up, and coordinated responses. 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. While the role interfaces with Correspondent Partners, its focus is strictly on post-sale servicing responsibilities and related requests. By supporting key stakeholders with professionalism and consistency, the Client Advocate reinforces Essex 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. Core Competencies: Demonstrates a strong understanding of loan servicing operations, including escrow, payment processing, default, and investor reporting workflows. Communicates clearly and professionally with subservicing clients, internal departments, loan officers, and correspondent partners on servicing-related matters. Manages multiple incoming requests efficiently, prioritizing time-sensitive items and coordinating with internal teams for accurate and timely responses. 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. Collaborates across departments to track, follow up on, and close client inquiries with full documentation and attention to detail. Demonstrates ownership of assigned accounts and communication channels, ensuring no request is left unanswered or delayed. Protects company and client confidentiality by adhering to servicing guidelines, communication standards, and documentation protocols. Upholds Essex 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. Duties/Responsibilities: 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. Track open client inquiries and ensure proper documentation of all communication, resolutions, and follow-up action Escalate time-sensitive or complex issues to department leadership, Compliance, or Legal as appropriate. Provide servicing updates and context to support retail loan officers post-origination as needed. Support onboarding and ongoing relationship management of subservicing clients by providing answers, clarifications, and process insight related to servicing activities. Maintain awareness of investor requirements and servicing timelines to ensure accurate communication and client education. Assist with client-facing reporting or audit-related documentation when requested by leadership. Participate in team meetings, client update sessions, and servicing improvement initiatives as needed. Promote a responsive, transparent, and proactive service experience across all supported relationships. Perform other duties or project-based assignments as directed to support the servicing and client relationship management functions. Education, Experience and /or Skills: 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. Prior experience responding to internal or external servicing inquiries in a professional environment preferred. Strong written and verbal communication skills with the ability to provide clear, accurate, and professional responses across communication channels. Proven ability to manage multiple priorities and respond to time-sensitive requests with professionalism and follow-through 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. Demonstrated commitment to providing dependable, relationship-driven client service aligned with company values and servicing standards. Computer & Equipment Skills: Intermediate in Microsoft Office programs (Word, Excel, PowerPoint) Word processing (speed and accuracy) MSP or FICS’ Mortgage Servicer a plus Email Internet software Use typical office equipment (computers, fax, phones, copiers, scanners, etc.) Physical Requirement: 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 work-station and in meetings. Able to use computers and operate equipment. Able to lift 10 pounds occasionally unassisted. Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S. without a visa sponsorship. EEO Statement: As part of our dedication to the diversity of our workforce, Essex 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.

Responsibilities

The Client Advocate serves as the primary servicing contact for assigned clients and internal stakeholders, managing inquiries related to loan servicing and ensuring timely responses. This role involves coordinating with various departments to resolve client questions and maintain high service levels.