Client Advocate

Job Details

Job Location
:
Ocala, FL (In-Office) - Ocala, FL 34475

Position Type
:
Full Time

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.

• 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.

• 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…