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Bank of America Client Advocacy Manager in Brea, California

Job Description:

The Client Advocacy Manager is responsible for handling the resolution of complex mortgage underwriting issues and escalated client complaints. In this capacity, they will work closely with senior underwriting leadership, fulfillment partners, sales management teams and control partners, and to resolve escalated issues that require immediate attention.

Responsible for improving the mortgage experience for clients by helping to resolve escalations within the loan process. This includes reviewing income analysis, collateral and loan conditions on escalated loans to provide support and clarification on underwriting decisions, tracking escalations to identify and monitor trends, and identifying and fixing problem areas.

May occasionally involve attending meetings/conference calls, preparing/delivering presentations to gather and deliver feedback and build strong relationships with partners.

Supports senior underwriting leadership by supervising the completion of special projects and additional duties as assigned.

Required Skills and Experience:

  • Undergraduate degree and minimum 5+ years’ experience in mortgage sales-support/underwriting required

  • Possess high degree of in-depth mortgage knowledge including product, compliance, underwriting, and collateral requirements

  • Must have a strong leadership background

  • Proven analytical ability / problem solving experience

  • MS Office Skills proficiency (Word, Power point and Excel)

  • Strong written and oral communication skills across all levels of management

  • Able to build and maintain strong working relationships across the enterprise

  • Working knowledge of mortgage-related systems

  • Excellent time management and prioritization skills and the ability to effectively prioritize and execute tasks while under pressure

NOTE: This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system, submit to the required SAFE Act background check and remain in good standing.

Posting Date : 03/15/2019

Location :

Chandler, AZ, 2595 W. CHANDLER BLVD., 2595 W CHANDLER BLVD,

Concord, CA, BUILDING D, 2000 Clayton Rd,

Brea, CA, 275 Valencia Ave (CA7701),

Farmington, CT, 70 Batterson Park Rd (CT2515),

Tampa, FL, 4909 SAVARESE CIR (FL1908),


Plano, TX, 6400 LEGACY DR (TX2972),

  • United States

Travel : Yes, 10% of the time

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

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