Senior Mortgage Customer Experience Advocate & Escalated Complaint Resolution Specialist – Regulatory Liaison & Continuous Improvement Leader Driving Homeowner Satisfaction, Regulatory Excellence, and Operational Innovation at brighthush

Welcome to brighthush – Where Customer Experience Meets Regulatory Excellence

At brighthush, we’re redefining what it means to serve homeowners in the mortgage industry. Our mission is simple yet ambitious: to deliver transparent, fair, and timely solutions that empower homeowners while upholding the highest regulatory standards. By blending cutting‑edge technology, data‑driven insights, and a people‑first culture, we transform complex compliance challenges into opportunities for continuous improvement.

Why brighthush Is the Ideal Destination for Your Career Growth

• Industry Leadership: As a national leader in residential mortgage servicing, brighthush sets the benchmark for operational excellence and customer satisfaction.
• People‑First Culture: We celebrate authenticity, encourage cross‑functional collaboration, and provide a supportive environment where every voice matters.
• Innovation & Impact: From AI‑driven analytics to proactive compliance frameworks, we empower teams to innovate and create tangible value for homeowners and stakeholders.
• Community Commitment: Through the brighthush Charitable Foundation, we invest in local initiatives that align with our mission of responsible stewardship.
• Career‑Building Opportunities: We offer clear career ladders, mentorship programs, and access to industry conferences that keep you at the forefront of mortgage servicing and regulatory compliance.

Position Overview

As a Senior Mortgage Customer Experience Advocate at brighthush, you will be the frontline champion for resolving escalated and complex customer complaints. Your role spans multiple communication channels—phone, email, social media, and third‑party agencies—while collaborating with internal departments, external counsel, regulators, and executive leadership. You will play a pivotal role in reducing complaint volume, driving remediation initiatives, and ensuring compliance with federal, state, and local regulations.

What You’ll Do Every Day

• Investigate & Resolve Complaints: Thoroughly research, analyze, and resolve complaints received via phone, mail, email, fax, social media, and third‑party agencies. Provide clear, concise, and professional written responses that adhere to regulatory standards.
• Engage Stakeholders: Interface with customers, attorneys, regulators, and executive stakeholders to communicate next steps, negotiate resolutions, and maintain trust.
• Maintain Data Integrity: Track complaint status in our CRM, maintain accurate records, and produce detailed reports, timelines, and memoranda for internal and external use.
• Collaborate Cross‑Functionally: Partner with litigation counsel, compliance, risk, and product teams to gather evidence, draft documentation, and implement corrective actions.
• Drive Process Improvement: Identify patterns in complaint data, recommend process enhancements, and lead remediation initiatives to reduce repeat complaints and overall volume.
• Ensure Regulatory Compliance: Stay current on CFPB guidelines, state regulations, and industry best practices to ensure all responses and actions are compliant.
• Lead & Mentor: Mentor junior advocates, share best practices, and contribute to a high‑performing, collaborative team environment.

Essential Qualifications

• High school diploma required; Bachelor’s degree or equivalent work experience preferred.
• 3–5 years of experience in a legal, customer complaint, or residential mortgage servicing environment.
• Proven ability to handle escalated, complex complaints with professionalism and composure.
• Strong analytical, verbal, and written communication skills—capable of articulating complex issues to diverse audiences.
• Exceptional attention to detail and organizational skills, with the ability to manage multiple priorities in a fast‑paced environment.
• Proficiency in Microsoft 365 (Word, Outlook, Excel) and experience using softphone systems.
• Demonstrated ability to make decisions that impact the immediate work unit and to collaborate across departments.
• Comfortable working with irate customers, maintaining calm, empathy, and a solution‑oriented mindset.
• Ability to compose letters, timelines, summaries, memoranda, and basic reports, and to communicate technical information orally.
• Strong numerical skills—capable of performing basic calculations and verifying accuracy.

Preferred Qualifications & Competencies

• Experience with regulatory bodies such as the CFPB, state regulators, or political officials.
• Knowledge of mortgage servicing regulations, consumer protection laws, and industry standards.
• Prior exposure to litigation support, including document review and evidence collection.
• Familiarity with CRM platforms and data analytics tools.
• Leadership experience or a demonstrated track record of mentoring peers.
• Commitment to continuous learning—evidence of pursuing relevant certifications or training.

Skills & Competencies Required for Success

• Customer‑centric mindset with a passion for resolving complex issues.
• Strong problem‑solving skills and the ability to think critically under pressure.
• Excellent written and verbal communication, with the ability to tailor messaging to varied audiences.
• Proficiency in data analysis and reporting tools to identify trends and drive improvements.
• Adaptability to changing regulations, processes, and customer expectations.
• Team‑player attitude with a willingness to share knowledge and collaborate across functions.
• Commitment to ethical conduct and confidentiality in handling sensitive information.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Mortgage Customer Experience Advocate, you will:

• Progress into senior leadership roles such as Customer Experience Manager or Compliance Lead.
• Lead cross‑functional projects that shape company policy and customer experience strategies.
• Access industry conferences, webinars, and certifications that keep you at the forefront of mortgage servicing and regulatory compliance.
• Participate in internal knowledge‑sharing sessions, workshops, and innovation labs.
• Earn professional development credits and pursue certifications such as Certified Mortgage Servicing Professional (CMSP) or Certified Regulatory Compliance Manager (CRCM).

Our Work Environment & Company Culture

brighthush thrives on collaboration, transparency, and a shared commitment to excellence. Our teams work in a hybrid model that balances in‑office collaboration with remote flexibility. We celebrate diversity, encourage open dialogue, and reward initiative. Whether you’re troubleshooting a complex complaint or brainstorming process improvements, you’ll find a supportive network that values your contributions.

Compensation, Perks, and Benefits

• Competitive Compensation: $35.00–$40.00 per hour, plus an annual bonus structure based on performance and company results.
• Comprehensive Benefits: Full‑coverage health, dental, and vision plans for you and your family, along with a discretionary 401(k) match of 50% on the first 4% of pay contributed.
• Wellness & Lifestyle: Access to discounted fitness memberships, restaurants, retail, and more through our employee portal.
• Professional Development: Customized training programs, mentorship opportunities, and a clear career ladder to advance within brighthush.
• Employee Recognition: Referral bonuses for bringing top talent to brighthush, and recognition programs that celebrate achievements.
• Community Impact: Participation in the brighthush Charitable Foundation, supporting local causes that align with our values.
• Work‑Life Balance: Flexible scheduling options, remote work opportunities, and a supportive environment that values personal well‑being.

How to Apply

If you’re ready to bring your expertise to a dynamic, customer‑centric organization that values integrity and innovation, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this role at brighthush

Join brighthush Today

Become a pivotal part of a forward‑thinking mortgage servicing firm that places customers at the heart of everything we do. Your expertise will help shape the future of residential real‑estate services, drive regulatory compliance, and deliver exceptional value to homeowners across the nation. Apply now and start your journey with brighthush—where your career meets purpose.