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Full-time
high school, associate degree, bachelor degree
Paid Time Off, Parental leave, Maternity leave, Adoption reimbursement, Paid volunteer hours, Paid training
Posted 7d ago
Apply by Jul 31
~40 hrs/week
Responsibilities
The specialist serves as the primary point of contact for customers with past-due loans, managing delinquency through proactive engagement and financial discovery. They are responsible for identifying root causes, educating borrowers on payment options, and ensuring compliance with regulatory and investor guidelines.
Requirements
Candidates must have a high school diploma or equivalent, with an associate or bachelor's degree preferred. Experience in mortgage servicing, collections, or loss mitigation is highly desired, along with strong communication and de-escalation skills.
Full job description
The Customer Advocate serves as the first line of defense for all past-due loans, supporting customers from the moment a loan becomes delinquent until the loan is brought current or transitioned to Loss Mitigation, Bankruptcy or Foreclosure
This role focuses on advocacy, engagement, resolution, and retention while ensuring compliance with all regulatory and investor requirements. Customer Advocates work with loans at any stage of delinquency, proactively engaging customers to understand their situation, provide solutions, and help bring accounts current whenever possible. The goal is to prevent escalation through timely, empathetic, and effective intervention.
This role requires 100% onsite attendance in our Pontiac office. The shifts are 10am-7pm or 11am-8pm Monday-Friday.
WHAT YOU WILL BE DOING
Serve as the primary point of contact for customers with past-due loans at any delinquency stage.
Initiate outbound calls and manage inbound inquiries to resolve delinquent loan accounts.
Identify the root cause of delinquency through active listening and financial discovery.
Educate customers on loan status, payment expectations, and consequences of continued delinquency.
Assist customers in bringing accounts current using approved options, including:
Reinstatements
Promise to Pay (PTP) arrangements
Repayment Plans
Forbearance options
Monitor and follow up on active payment arrangements to ensure adherence and success.
Determine when a loan should be escalated and transitioned to Loss Mitigation (LM) based on customer hardship, delinquency progression, or policy requirements.
Act as an advocate for the customer while balancing risk, compliance, and investor guidelines.
Maintain accurate, detailed, and timely documentation of all borrower interactions in the loan servicing system.
Ensure full compliance with all applicable regulations and policies, including FDCPA, RESPA, CFPB, and state-level guidelines.
Meet or exceed performance metrics related to resolution rates, call quality, compliance, and customer experience.
WHAT WE NEED FROM YOU
Must-Have Qualifications
High school diploma or equivalent required; associate or bachelor’s degree preferred.
Preferred: 1+ years of experience in mortgage servicing, collections, loss mitigation, or customer advocacy.
Working knowledge of delinquency cycles, mortgage loan terms, and default resolution strategies.
Strong understanding of customer hardship conversations and financial counseling techniques.
Excellent verbal and written communication skills.
Proven ability to de-escalate difficult conversations with empathy and professionalism.
High attention to detail with strong documentation and system navigation skills.
Preferred: Proficiency in Microsoft Office (Word, Excel, Outlook) and loan servicing platforms (e.g., MSP).
Nice-to-Have Qualifications
Knowledge of Bankruptcy and Foreclosure referral processes.
Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.
It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.
From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.
More reasons you’ll love working here include:
Paid Time Off (PTO) after just 30 days
Additional parental and maternity leave benefits after 12 months
Adoption reimbursement program
Paid volunteer hours
Paid training and career development
Medical, dental, vision and life insurance
401k with employer match
Mortgage discount and area business discounts
Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
Gourmet cafeteria featuring homemade breakfast and lunch
Convenience store featuring healthy grab-and-go snacks
In-house Starbucks and Dunkin
Indoor/outdoor café with Wi-Fi
DISCLAIMER
All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting “Apply for this job online” you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.
At UWM, we’re dedicated to making dreams come true for our team members, our broker partners and homebuyers nationwide — an approach that’s led us to become the #1 mortgage lender in America and sustain a decorated, award-winning culture. We’re constantly searching for curious and creative minds, from entry-level to seasoned veterans, and will embrace your expertise, enable you to learn new skills and offer continuous improvement opportunities to help plant the seeds for your career and take you to the next level. And we help support our team members with a welcoming environment they can call home.
Our one-of-a-kind campus features perks and benefits focused on making your time at the office more convenient. We offer a free 24/7 on-site fitness center, multiple on-site food options, paid training, flexible start times, diversity programs, a primary care doctor's office and so much more. Combined with the opportunity to improve and advance, you’ll be well on your way to building a life and career of your making. Take the first step in your career at UWM. Apply today.
All posts and information on this page are subject to change. Certain restrictions may apply.
NMLS #3038 l Equal Housing Lender l nmlsconsumer.org
Offices: 585 South Blvd E, Pontiac, Michigan 48341, US
Wholesale and Correspondent LendingConventionalFHAVAUSDANon-QMEliteInstant MIFastest Turn Times and CommunicationTechnology Focused
How much do Customer Service & Support jobs in Michigan pay?
Based on 1121 listings with disclosed salaries, most customer service & support jobs in Michigan pay between $47k–$103k per year. Individual offers vary with seniority, company size, and specialization.
How many Customer Service & Support jobs are open in Michigan right now?
There are currently 19,470 open customer service & support positions in Michigan listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Michigan?
Companies currently hiring include Domino's, Meijer, Kroger, CVS Health, AutoZone, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Michigan?
Yes — 893 of the 19470 open customer service & support positions offer remote or hybrid work (367 remote, 526 hybrid).
How do I apply for Customer Service & Support jobs in Michigan?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.
Customer Service & Support jobs by city in Michigan