Customer Correspondence Ambassador

Job Description

• Research and resolve written and verbal inquiries, requests for information, disputes, and general complaints received from customers in accordance with established policies and regulatory requirements.

  With a focus on customer experience, reputational and regulatory risk

• Work with internal departments, vendors, and designated counterparts as needed to assist with resolving customer inquiries
• Confirm system-generated acknowledgment/extension and resolution letters are mailed in accordance with RESPA time frames
• Ensure all Federal and State requirements are adhered to: including CFPB/RESPA
• Write response letters to customers in a professional and courteous manner, including providing copies of requested documents
• Performs consistency checks to identify data, supporting documentation needed from customers and third parties
• Meet productivity and quality standards
• Identify process breakdowns and provide process improvement suggestions
• Performs other related duties as required and assigned
• Photocopy, type, file, send faxes, and other clerical duties as assigned
• Demonstrates behaviors which are aligned with the organization’s desired culture and values

Ideal Candidate will have the following:

• Strong customer service background
• Thorough knowledge of RESPA as it pertains to qualified written requests
• Ability to handle multiple tasks and deadlines with attention to detail
• Proficient in Excel and general strong computer skills
• Excellent communication skills with the ability to interact with most levels of employees and management.

  Speaks and writes clearly and correctly

• Competent at working in partnership with team members to deliver expected results
• Prioritizes and plans work activities, uses time efficiently and develops realistic action plans
• Resolves problems in a timely manner; able to gather information and identify problems