Written Complaint Specialist

• Researches and resolves written and verbal disputes and complaints on behalf of Executive and Senior Level Management in accordance with established policies and regulatory requirements.
• Ensures all inquiries and/or complaints are worked to a resolution in a timely manner and with effective service to customers.
• Will oversee the foreclosure alternative process is completed based on regulatory guidelines for related complaints.
• Investigates and resolves a variety of issues, including problems related to escrow, taxes, insurance, contested late charges and
• late payments, credit disputes, fees and charges associated with collection efforts or property preservation, loss mitigation, account balance and payment verification, and Adjustable Rate Mortgage (“ARM””) information.
• Writes response letters in a professional manner containing accurate information, including copies of requested documents.
• Maintains electronic log and records pertinent information and action taken in response to borrower’s dispute or inquiry in the loan record maintained in loan servicing system.
• Ensures each complaint is handled within regulatory timeframe including updating the CFPB and BBB portals and any other channel complaints are received.
• Conducts a detailed quality review of each complaint.

  Studies and recommends procedural updates to improve efficiency of respective department related to the complaint.

• Reviews each inquiry and or complaint for quality control and corrective action
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

Ideal Candidate will have the following:

• Strong internal and external customer service skills, including professional telephone manner.
• Working knowledge of collection practices and law, loss mitigation, foreclosure, and bankruptcy laws, thorough knowledge of the RESPA as it pertains to qualified written requests.
• Knowledge of personal computers using Microsoft Word, Excel, Access and Outlook.

  Must be a team player with strong attention to detail and able to work independently

• Must be highly proficient in Excel and Word
• Must be a team player with strong attention to detail and able to work independently
• Proven track record at delivering timely and accurate information in a fast-paced environment
• Excellent critical thinking, problem solving, mathematical skills and sound judgment
• Financial Services and, if possible, mortgage industry experience preferred
• Strong business acumen and ability to interface with executive management