Senior Mortgage Customer Experience Advocate – Escalated Complaint Resolution & Regulatory Compliance Lead – Driving Customer Excellence, Risk Mitigation, Process Innovation, and Strategic Leadership at brighthush

About brighthush

brighthush is a trailblazer in the mortgage industry, redefining how borrowers experience the journey to homeownership. By fusing cutting‑edge technology with a people‑first philosophy, we create a seamless, transparent, and empowering experience that places the customer at the very heart of everything we do. Whether you’re a first‑time buyer, a seasoned investor, or anyone in between, our mission is to make homeownership accessible, rewarding, and stress‑free.

Our culture is built on innovation, integrity, and customer‑centricity. We thrive on solving complex problems, delivering measurable impact, and continuously learning. At brighthush, you’ll find an environment where your expertise is valued, your growth is accelerated, and your voice is heard.

Position Overview

As a Senior Mortgage Customer Experience Advocate, you will be the frontline champion for resolving escalated complaints that arise from a diverse array of stakeholders—including internal departments, attorneys, regulators, political officials, and the Consumer Financial Protection Bureau. Your role is pivotal in safeguarding our brand reputation, ensuring compliance, and driving continuous improvement across the organization.

Key Responsibilities

• Complaint Investigation & Resolution: Conduct thorough research on complaints received via phone, mail, email, fax, social media, and third‑party agencies. Analyze root causes, determine appropriate actions, and craft clear, professional written responses.
• Stakeholder Liaison: Interface with customers, customer representatives, and external parties to communicate next steps, manage expectations, and maintain a calm, empathetic tone even with irate customers.
• Data Management & Documentation: Track and document every complaint in our CRM system, ensuring accuracy, completeness, and compliance with federal, state, and local regulations.
• Cross‑Functional Collaboration: Engage internal teams—such as legal, compliance, risk, and operations—and external litigation counsel to gather necessary information and support resolution efforts.
• Remediation & Prevention: Identify patterns and recommend process improvements to reduce future complaint volume and prevent recurrence.
• Reporting & Analytics: Compile summaries, timelines, and memoranda for senior leadership and regulatory bodies, ensuring clarity and actionable insights.
• Continuous Learning: Stay current on industry regulations, best practices, and emerging trends in mortgage servicing and consumer protection.
• Mentorship & Knowledge Sharing: Coach junior team members on complaint handling techniques, regulatory nuances, and effective communication strategies.
• Quality Assurance: Participate in periodic audits of complaint records to validate compliance, accuracy, and consistency across the organization.
• Process Innovation: Lead cross‑departmental initiatives to streamline complaint workflows, implement new technologies, and enhance data analytics capabilities.

Essential Qualifications

• High school diploma required; Bachelor’s degree or equivalent work experience preferred.
• Minimum of 3 to 5 years of experience in a legal, customer complaint, or residential mortgage servicing environment.
• Proficiency with brighthush (Word, Outlook, Excel) and CRM platforms.
• Exceptional analytical, verbal, and written communication skills, with the ability to convey complex information clearly across all levels.
• Strong organizational skills and meticulous attention to detail.
• Ability to remain calm and professional when dealing with irate or distressed customers.
• Capacity to multitask and thrive in a fast‑paced, dynamic environment.
• Sound judgment and decision‑making skills that influence the immediate work unit.
• Basic mathematical proficiency for accurate record‑keeping and reporting.
• Experience communicating via softphone and other telephony systems.
• Proven ability to work independently while collaborating with cross‑functional teams.

Preferred Qualifications

• Prior exposure to regulatory compliance frameworks such as the Consumer Financial Protection Bureau (CFPB), Fair Housing Act, and state mortgage licensing requirements.
• Experience working with litigation teams and preparing documentation for legal proceedings.
• Knowledge of mortgage servicing software and industry‑specific data analytics tools.
• Demonstrated ability to lead process improvement initiatives and drive measurable results.
• Certification in Customer Service Excellence or related fields.
• Experience with data visualization tools (e.g., brighthush, brighthush) to present findings to senior leadership.
• Fluency in additional languages (Spanish, Mandarin, etc.) is a plus.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenging situations into positive outcomes.
• Problem‑Solving: Ability to dissect complex issues, identify root causes, and propose effective solutions.
• Communication: Clear, concise, and persuasive written and verbal communication tailored to diverse audiences.
• Collaboration: Proven track record of working effectively with cross‑functional teams and external partners.
• Adaptability: Comfortable navigating changing priorities and evolving regulatory landscapes.
• Technology Savvy: Comfortable with data entry, CRM systems, and brighthush.
• Ethical Judgment: Commitment to confidentiality, compliance, and ethical conduct in all interactions.
• Project Management: Ability to manage multiple projects simultaneously while meeting deadlines.
• Analytical Thinking: Strong quantitative skills to interpret data and drive decision‑making.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Mortgage Customer Experience Advocate, you will have access to:

• Customized training programs focused on regulatory compliance Apply for this job