Entry Level Mortgage Collections

The Customer Advocate serves as the first line of defense for all past-due loans, supporting customers from the moment a loan becomes delinquent until the loan is brought current or transitioned to Loss Mitigation, Bankruptcy or Foreclosure

This role focuses on advocacy, engagement, resolution, and retention while ensuring compliance with all regulatory and investor requirements. Customer Advocates work with loans at any stage of delinquency, proactively engaging customers to understand their situation, provide solutions, and help bring accounts current whenever possible. The goal is to prevent escalation through timely, empathetic, and effective intervention.

• →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.

• 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).

• Knowledge of Bankruptcy and Foreclosure referral processes.
• Bilingual capabilities (Spanish/English strongly preferred).

All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting “Apply for this job online” you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.