Experienced Customer Advocate Specialist – Mortgage & Legal Support – Remote Work Opportunity

About brighthush

At brighthush, we’re redefining the way people experience homeownership. As a leading force in mortgage servicing, real‑estate transactions, and asset management, brighthush brings together a wealth of industry expertise and a forward‑thinking culture that empowers every team member to make a tangible impact. Our mission is simple: deliver exceptional service, streamline complex processes, and create lasting value for homeowners, investors, and partners across the United States.

Why Join brighthush?

Working at brighthush means you’ll be part of a dynamic, growth‑oriented organization that values innovation, collaboration, and personal development. We offer a flexible, fully remote work environment that lets you balance professional success with a healthy lifestyle. Whether you’re a seasoned professional or just starting your career, brighthush provides the tools, resources, and support you need to thrive.

Position Overview

We’re looking for an Experienced Customer Advocate Specialist to join our Customer Advocacy Department. In this role, you’ll serve as the first line of support for our legal and compliance teams, ensuring that customer complaints and inquiries are handled accurately, efficiently, and in full compliance with all federal, state, and company policies. Your meticulous attention to detail, strong organizational skills, and passion for customer service will help us maintain the highest standards of quality and integrity.

Key Responsibilities

• Maintain, file, and retrieve Customer Advocacy Department records, ensuring all documentation is accurate, up‑to‑date, and compliant with regulatory requirements.
• Operate and update the customer complaint file tracking system, providing real‑time visibility into case status and resolution timelines.
• Retrieve scanned documents from the department’s document management system, import historical records, and verify data integrity for reporting purposes.
• Manage internal and external email inboxes, prioritizing inquiries and ensuring timely responses.
• Assist with exception reporting, compiling data for senior leadership and compliance teams.
• Prepare outgoing responses to customer inquiries and complaints, collaborating with legal and compliance stakeholders to ensure accuracy and consistency.
• Review all Advocate scanned mail, determine appropriate handling procedures, and route documents to the correct team members.
• Maintain accurate and complete records for documentation, ensuring audit readiness and data integrity.
• Participate in internal and external routine audits, providing documentation and responding to audit queries as needed.
• Provide general administrative support and perform ad‑hoc duties to support the department’s objectives.

Essential Qualifications

• High School Diploma or equivalent work experience.
• 1–3 years of administrative experience in a legal, complaint handling, corporate, or residential mortgage servicing environment.
• Strong familiarity with mortgage servicing and lending terminology.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and professionally.
• Outstanding attention to detail, strong analytical and organizational skills, and a commitment to accuracy.
• Proficiency with Microsoft 365 (Word, Outlook, Excel, OneDrive) and comfortable learning new software tools.
• Ability to multi‑task, prioritize, and work effectively in a fast‑paced, remote setting.
• Strong judgment, problem‑solving skills, and the ability to follow detailed instructions and guidelines.
• Excellent interpersonal skills, with the ability to communicate with internal and external partners using softphone and other communication tools.

Preferred Qualifications

• Experience in a mortgage servicing or real‑estate transaction environment.
• Knowledge of regulatory compliance frameworks (e.g., RESPA, TILA, ECOA).
• Experience with document management systems and data entry accuracy.
• Prior exposure to audit processes and documentation standards.
• Demonstrated ability to work independently and as part of a distributed team.

Skills & Competencies

• Customer‑centric mindset with a passion for resolving issues efficiently.
• Strong analytical thinking and problem‑solving capabilities.
• Excellent written and verbal communication, with the ability to tailor messaging to diverse audiences.
• Proficiency in data management, record‑keeping, and reporting.
• Adaptability to changing priorities and the ability to thrive in a remote work environment.
• High level of integrity, confidentiality, and professionalism.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Advocate Specialist, you’ll have access to:

• Customized training programs designed to enhance your skills in mortgage servicing, compliance, and customer advocacy.
• Mentorship from seasoned professionals in legal, compliance, and operations.
• Cross‑functional projects that broaden your understanding of the mortgage and real‑estate ecosystem.
• Clear career pathways to roles such as Senior Advocate Specialist, Compliance Analyst, or Operations Manager.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote work model is supported by robust communication tools, regular virtual town halls, and a commitment to work‑life balance. We celebrate diversity, encourage innovation, and reward initiative. Whether you’re a self‑starter or a team player, you’ll find a welcoming environment that values your contributions and supports your professional growth.

Compensation & Benefits

We offer a competitive hourly rate of $22.00–$26.00, commensurate with experience and performance. In addition to your base pay, you’ll enjoy:

• Comprehensive health, dental, and vision plans for you and your family.
• Discretionary 401(k) match of 50% on the first 4% of your contributions.
• Access to a wide range of employee discounts on fitness, dining, retail, and more through our employee portal.
• Educational reimbursement to support your continued learning and professional development.
• Employee referral bonuses for bringing talented peers into the brighthush family.
• Participation in the brighthush Charitable Foundation, which supports community initiatives aligned with our values.

Work Schedule

Hours: 7:30 am – 4:00 pm PST (remote). We value flexibility and encourage a healthy work‑life balance.

How to Apply

Ready to take the next step in your career? Submit your application through our careers portal and include a resume and cover letter highlighting your relevant experience and why you’re excited to join brighthush. We look forward to learning how your skills and passion align with our mission.

Join brighthush Today

At brighthush, we’re committed to creating a workplace where every voice is heard, every idea is valued, and every team member can grow. If you’re a detail‑oriented, customer‑focused professional who thrives in a fast‑paced, remote environment, we want to hear from you. Apply now and help us shape the future of mortgage servicing and real‑estate transactions.