First American

Customer Advocacy Lead - Executive Office Escalations

First American$73K — $98K *
Finance & Insurance
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 8+ years experience in mortgage servicing and customer advocacy
  • Familiarity with CFPB - Reg X requirements
  • Strong analytical skills for complex case navigation
  • Exceptional written communication focused on clarity and defensibility
  • Ability to influence and collaborate across departments
  • High attention to detail and strong organizational skills
  • Preferred experience in handling regulatory or legal escalations

Responsibilities

  • Serve as primary support for escalated and complex cases
  • Conduct deep-dive research for case support
  • Recommend risk posture and communication strategies
  • Manage the BBB portal and oversee public-facing responses
  • Monitor and analyze Google/social media reviews
  • Coach and provide feedback to team members on case quality
  • Identify process gaps and recommend workflow improvements

Benefits

  • Comprehensive medical, dental, and vision insurance
  • 401(k) plan with company match
  • Paid time off and sick leave
  • Employee stock purchase plan
  • Opportunities for professional development
Full Job Description
Position Summary

The Customer Advocacy Lead serves as a high-level support resource within Customer Advocacy, responsible for managing highly escalated and sensitive cases, supporting case owners with advanced research, regulatory/high risk exposure complaints and overseeing key public-facing administrative channels. This role enhances case quality, strengthens regulatory defensibility, and supports team development through coaching and mitigating risk. The position partners closely with Business Units to identify process gaps and drive continuous improvement.

Key Responsibilities

Escalation & Case Support
  • Serve as the primary support for highly escalated, complex, or reputational-risk cases.
  • Support case owners by conducting deep-dive research, gathering documentation, and coordinating with Legal, Compliance, and Servicing business partners.
  • Provide recommendations on risk posture, remediation options, and communication strategy.
  • Ensure responses meet regulatory, investor, and internal quality standards.


Public-Facing Channel Oversight
  • Manage the BBB portal, including intake, assignment, tracking, public portal responses and quality review.
  • Monitor and triage Google/social media reviews, escalating reputational-risk items as needed.
  • Maintain reporting and trend analysis for public-facing channels.


Coaching & Team Development (Non-Supervisory)
  • Provide coaching and feedback to team members on case quality, documentation, tone, and regulatory defensibility.
  • Conduct quality reviews of high-risk or complex cases.
  • Maintain and update templates, job aids, and communication standards.


Process Improvement & Cross-Functional Partnership
  • Identify recurring issues, process gaps, and cross-functional bottlenecks.
  • Partner with Business Units to recommend and implement workflow improvements.
  • Provide insights and trend analysis to leadership to support strategic decision-making.


Qualifications
  • 8+ years of experience in mortgage servicing.
  • 8+ years of experience in a variety of additional verticals including, but not limited to: customer advocacy, escalations, complaints, investor/insurer guidelines, and/or similar.
  • Strong familiarity with CFPB - Reg X requirements.
  • Strong analytical and investigative skills with the ability to navigate complex cases.
  • Exceptional written communication skills with a focus on clarity, defensibility, and customer experience.
  • Ability to influence without authority and collaborate across departments.
  • High attention to detail and strong organizational skills.
  • Experience handling regulatory, legal, or executive-level escalations preferred.


Competencies
  • Critical Thinking & Problem Solving
  • Risk Awareness & Regulatory Sensitivity
  • Communication Excellence
  • Collaboration & Cross-Functional Partnership
  • Coaching & Mentorship
  • Process Improvement Mindset
  • Professionalism & Emotional Intelligence


Pay Range: $73,900.00 - $98,500.00 Annually

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

About First American

First American provides financial services through its Title Insurance and Services segment and its Specialty Insurance segment. The First American Family of Companies' core business lines include title insurance and closing/settlement services; title plant management services; title and other real property records and images; valuation products and services; home warranty products; property and casualty insurance; and banking, trust, and investment advisory services.

First American Careers

Join the vibrant team at First American, a leading company renowned for its commitment to innovation, leadership, and professional excellence. As one of the most respected names in the industry, First American offers unparalleled job opportunities that propel your career to new heights.

Work You’ll Do

At First American, your work transcends ordinary job responsibilities. You will be part of a dynamic team that drives industry standards through innovation and leadership. Engage in projects that transform our services and, by extension, the industry itself, making an impact that matters.

Explore a World of Opportunities

Whether you're looking for an entry-level position or a more senior role, First American presents a spectrum of career paths across various departments. Our job opportunities are designed to foster professional growth and personal achievement.

Internship Programs

Kickstart your career with First American’s internship programs. These opportunities are perfect for gaining real-world experience, enhancing your skills, and networking with industry leaders. Our internships provide a robust foundation for future employment and are a stepping stone to full-time positions within the company.

Culture and Benefits

First American is committed to creating a workplace where every team member feels valued. We celebrate diversity and are dedicated to creating an inclusive environment. Our benefits package is comprehensive, supporting both your professional and personal life, including health, wellness, and continuous learning opportunities.

Professional Development and Training

We believe in nurturing our team’s skills through targeted training programs, including leadership development and diversity training. These initiatives ensure that you are equipped to meet the challenges of today and tomorrow, fostering an environment of continuous improvement and personal growth.

Join Our Team

Embark on your First American journey today by exploring the various positions available. We are actively hiring and looking for talented individuals who are passionate, curious, and driven to excel. Check out our open positions, tailor your resume, and prepare for an interview where you can showcase your unique abilities.

Stay Connected

Keep up to date with the latest in career tips, industry news, and job openings at First American. Subscribe to our job alert emails and never miss an opportunity to advance your career with us.

Networking and Growth

At First American, career growth is complemented by opportunities to connect and collaborate with professionals across the company. Engage in networking events that can open doors to numerous career paths and professional relationships.

Why First American?

Choosing First American means opting for a career where your skills are appreciated and your contributions are valued. Here, every employee is empowered to reach their full potential, supported by our culture of growth, leadership, and innovation. Join First American today and be part of a team that is reshaping the future through exceptional service, dedication, and a commitment to excellence. Explore the positions we have available and take the first step towards a rewarding career at First American.
Learn more about First American
Size
22,233 employees
Market Cap
$5.4 billion
Industry
Net Income
$696.4 million
Founded
1889
5 Year Trend
+10.6%
Revenue
$7 billion
NASDAQ

Similar Jobs

More Jobs at First American

More Finance & Insurance Jobs

Find similar Customer Advocacy Lead - Executive Office Escalations jobs: