Palm Bay
Job Code
Job ID
Employment Status
8:30-5:00 PM
Travel Involved

Customer Advocate




The Customer Advocate (CA) serves as the Single Point of Contact Agent, they are the information link between the customer and the business line. The overall purpose of this position is to engage the customer at application, inform the customer of their role in the process while obtaining documents needed to move them into closing within the established lock period. The CA will assist and support the borrower collectively with internal departments, by keeping them informed, and resolving any potential issues or concerns.  The CA is the dedicated contact from loan disclosure through disbursement.     


Essential Job Functions may include:


  • Ability to effectively and professionally communicate via phone and email.
  • Review Disclosure package and loan program with the customer. Confirm time and method being used to return documents. (Walk them through disclosures and eSigning process as necessary)
  • Maintain customer focus at all times  by strictly adhering to Customer Service Standards, taking ownership of all inquiries and proactively following through resolution.
  • Proactively providing status to the customer every step of the process.
  • Generating outbound calls when contact is needed throughout the process.
  • Answering/Responding to all inbound customer calls and providing accurate up to date status always reminding the customer of the benefits they are deriving from the transaction while ensuring the loan is closed within the original Rate Expiration date.
  • Conference in various department SME’s as needed to resolve issues and answer questions.
  • Schedule the loan for Doc Signing upon Final approval and follow up confirmation at loan disbursement.

Other Related Duties:

CA’s should be well versed in the mortgage process flow and established SLA’s.  Overall the CA should be highly skilled on the phone, very organized and able to handle the overall customer experience with outstanding service. 











To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The

requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.


 Education and/or Experience:


Associates or 4 year college degree preferred or two to five years related experience and/or training;

or equivalent combination of education and mortgage processing experience.


Language Skills:


Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or

governmental regulations. Ability to write proper emails internally and externally. Ability to

effectively present information and respond to questions from groups of managers, clients, customers, and the

general public


Mathematical Skills:


Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area,

circumference, and volume. Ability to apply concepts of basic algebra and geometry.




Reasoning Ability:


Ability to carry out detailed written and/or verbal instructions. Ability to solve problems involving concrete

variables in standardized situations. Ability to define problems, collect data, establish facts, and draw valid



Certificates, Licenses, Registrations:


None required







Physical Demands:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.


Work Environment:


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.


Employer’s Rights:


This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.