Customer Advocacy Specialist
San Diego, CA Operations
Job Type


As one of the pre-eminent Lending as a Service (LaaS) companies, Vervent sets the global standard for outperformance by delivering superior expertise, future-built technology, and meaningful services. We support our industry-leading partners with primary strategic services including Loan & Lease Servicing, Call Center Services, Backup Servicing/Capital Markets Support, Credit Card Servicing, and Card Marketing & Customer Acquisition. Vervent empowers companies to accelerate business, drive compliance, and maximize service.

General Position Summary:

Here are the top 3 things we're looking for in a candidate for this position, in this order. If you have this experience and are looking for an awesome, fast-growing team, we want to meet you!

1. Problem solving skills

2. Communication Skills - verbal & written

3. Accountability

Job Description

The Customer Advocacy Specialist is responsible for ensuring optimal level of customer transactions to ensure excellent customer experience. This position reviews escalations and works towards a satisfactory resolution. Cleary communicate customer issues to Vervent's management.

Perks :

Medical - Blue Shield

FSA & HSA options available

Dental - Metlife

Vision - Metlife - 100% paid by Vervent

401k - 100% vested once you start contributing. Generous company match!

EAP (Employee Assistance Program) - 100% paid by Vervent

Basic Life & AD&D - 100% paid by Vervent

Voluntary Life - Employee, spouse & dependents

Long-Term Disability - 100% paid by Vervent

Short-Term Disability

Critical Illness Insurance

Accident Insurance

Hospital Indemnity Insurance

Legal Services

Primary Responsibilities:

Account Adjustments to correct account discrepancies or issues. Ensures desk cases and tasks are being worked in the correct prioritization and turnaround times are within metric. Ensures processes for handling the following are documented, regularly reviewed and updated, and consistently followed by all staff processing them:

  • Reposting payments
  • Due Date changes
  • Loan Modifications
  • Deferments/Forbearances
  • Partial Payment plans
  • Re-performing accounts
  • Payoffs
  • Consolidating loans
  • Principal advances/reductions
  • Borrower demographic updates
  • Other account adjustments as identified
  • Maintain process documentation for all processes and duties.
  • Assist with tasks and special projects as requested by Management to ensure proper functioning of the operations of the company.
  • Promote good working relationships with all departments.
  • Assist Department Manager with monitoring workflow and operational efficiency in order to recommend changes and operational improvements.
  • Assist Department Manager with analyzing and responding to trends in volume fluctuation, regulatory changes and Client requirements.
  • Performs quality processes as a mechanism to identify risk and to ensure that procedures are followed: Keeps current on new developments in areas of responsibility and makes necessary policy and process change recommendations accordingly to Department Manager.

Position Requirements:

  • Requires two (2) years of collection experience. High School Diploma or equivalent required.
  • Knowledge of collection laws preferred.
  • Must have excellent verbal and written communication and organization skills.
  • Excellent customer service.
  • Working knowledge of software such as MS products, and various Internet Browsers preferred.
  • Must be capable of handling diverse duties and changing deadlines.

Physical Requirements:

The work is of an intellectual nature. While performing the functions of this job, the employee is required to stand and sit for prolonged periods. Specific vision abilities required include close and medium distance vision and the ability to adjust focus. Must be able to hear normal sounds, distinguish sound as voice and communicate through human speech. This position requires the ability to operate a keyboard, computer mouse, telephone, fax, copier, writing tools, and other standard office equipment. On an occasion, an employee will be asked to lift items weighing up to 35 lbs.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.