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

Welcome to brighthush – Where Homeownership Meets Innovation

At brighthush, we’re redefining the mortgage experience by marrying cutting‑edge technology with a people‑first philosophy. Our mission is simple yet powerful: to make homeownership accessible, rewarding, and stress‑free for every borrower, whether they’re buying their first home, expanding their portfolio, or simply exploring their options. We do this by placing the customer at the very heart of everything we do, ensuring transparency, empathy, and efficiency at every touchpoint.

Our culture thrives on innovation, integrity, and customer‑centricity. We solve complex problems, deliver measurable impact, and foster continuous learning. At brighthush, 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 Data Studio, brighthush Analytics) 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, advanced data analytics, and leadership development.
• Mentorship from senior leaders who have shaped the mortgage industry’s best practices.
• Opportunities to lead cross‑functional projects that directly influence company strategy and customer experience.
• Access to industry conferences, webinars, and certification courses at no cost.
• A clear career ladder that can lead to roles such as Director of Customer Experience, Head of Compliance, or Chief Customer Officer.

Work Environment & Company Culture

Our offices blend modern design with a collaborative spirit. We offer flexible work arrangements, including remote and hybrid options, to support work‑life balance. At brighthush, you’ll find:

• A diverse, inclusive community that celebrates different perspectives and backgrounds.
• Regular team‑building events, hackathons, and innovation challenges.
• Transparent communication from leadership, with quarterly town halls and open Q&A sessions.
• Recognition programs that celebrate both individual and team achievements.
• A commitment to sustainability, with initiatives that reduce our carbon footprint and support local communities.

Compensation, Perks, and Benefits

While specific figures vary by location and experience, we offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and company goals.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including gym memberships and mental health resources.
• Employee stock purchase plan and equity options for eligible roles.

Why Join brighthush?

When you join brighthush, you’re not just taking a job—you’re stepping into a role that shapes the future of mortgage customer experience. You’ll work alongside passionate professionals who are dedicated to innovation, compliance, and exceptional service. Your impact will be visible, your growth will be accelerated, and your voice will help steer the direction of our organization.

Ready to make a difference? Apply today and become a key player in transforming how borrowers experience homeownership.