Located in Ocala, FL
Pay: $$19-$26/hr
Job Full Description
Client Advocate (Mortgage Industry)
Location: Onsite in Ocala, FL (Not Remote)
Pay Rate: $19.00 – $26.00 / hour
Position Type: Full-Time, Non-Exempt
Schedule: Full-time - Monday-Friday; hours vary from 9am-8pm. (Must be available during that time frame will be given schedule in advance.)
Position Summary
We are seeking a dedicated Client Advocate to join our team onsite in Ocala, FL. In this role, you will serve as a primary servicing liaison for our subservicing clients, internal business units, correspondent partners, and retail loan officers. You will be 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.
You will work closely with internal departments—such as Escrow, Customer CARE, Default, and Investor Reporting—to research and resolve client servicing questions, deliver documentation when requested, and ensure full transparency into key account-level activities. If you excel at multi-tasking, relationship-building, and problem-solving in a fast-paced environment, we want to hear from you!
Key Responsibilities
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Client Support: Serve as the primary post-sale servicing contact for assigned subservicing clients, internal stakeholders, and servicing-related partners.
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Inquiry Management: Monitor and respond to incoming client communications regarding loan servicing activity, account status, and operational questions.
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Cross-Functional Collaboration: Coordinate with internal departments (Escrow, Default, Customer CARE, Investor Reporting) to gather data and provide accurate, timely resolutions.
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Tracking & Documentation: Track open client inquiries and ensure proper documentation of all communication, resolutions, and follow-up actions.
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Escalations & Reporting: Escalate time-sensitive or complex issues to leadership or compliance as appropriate, and assist with client-facing reporting or audit-related documentation.
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Process Improvement: Identify trends or recurring client issues and collaborate with leadership to recommend process enhancements.
Qualifications & Requirements
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Education: High school diploma or GED required; Associate’s or Bachelor’s degree in Business, Finance, Communications, or a related field is preferred.
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Experience: 3+ years of experience in mortgage servicing, client relationship management, or internal servicing support roles.
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Technical Skills:
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Intermediate proficiency in Microsoft Office programs (Word, Excel, PowerPoint).
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Familiarity with servicing systems (such as FICS or MSP) is a strong plus.
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Strong word processing speed and accuracy.
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Communication Skills: Exceptional written and verbal communication skills with the ability to provide clear, professional responses across email and phone platforms.
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Core Attributes: High attention to detail, proven ability to manage multiple time-sensitive priorities, and a strong commitment to relationship-driven customer service.
Pre-Employment Requirements
- Must be able to pass a drug test
- Must be able to pass a background check
Referral Bonus Available: $100–$500 for successful referrals!
Apply Today!
Email: Devin.Sweeting@ExpressPros.com
Phone: (352) 867-8055
Office: 1005 SW 10th St., Suite 102, Ocala, FL
(Walk-ins are welcome during normal business hours.)
Ocala, FL
1281
1005 Southwest 10th Street
Ocala, FL 34471
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