Customer Advocacy Research Specialist

Selene Diligence•Dallas, TX

About The Position

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you! Position Summary: The Customer Advocacy Research Specialist is responsible for thoroughly investigating customer complaints and inquiries, identifying root causes, and supports the Customer Advocacy Specialists. Provides complaint resolution in both written and verbal channels. This role requires subject matter expertise in one or more of the following areas: Cash Management, Escrow Administration, or Default Servicing. The ideal candidate will have a strong understanding of mortgage regulations, servicing operations, and a commitment to improving customer experience by identifying escalating trends and issues.

Requirements

Excellent attention to detail.
Ability to multi-task and consistently meet multiple deadlines.
Strong verbal and written communication skills.
Ability to work in a team environment.
Strong customer-service orientation.
Ability to use good judgment.
Ability to deescalate emotional customers
High school diploma or general education degree (GED) required.
Two to four years' related experience and/or training required.
Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook).

Nice To Haves

Associate's degree (A. A.) from two-year College is preferred.
Mortgage experience with knowledge of Black Knight products and the various areas of Call Center, Escrow, Cash Processing, and Default (e.g. Bankruptcy, Foreclosure, REO, etc.) is preferred.
Bi-lingual language is a plus.
Previous experience with MSP, Black Knight/LPS and Sagent preferred.

Responsibilities

Conduct detailed case investigations for escalated, executive, or regulatory complaints involving Cash, Escrow, or Default Servicing
Review servicing system data, payment history, call logs, correspondence, and documents to determine facts and identify servicing errors on highly escalated and presidential complaints.
Perform independent research as well as work with other departments and teams to identify the issues root cause and resolution
Act as a liaison between the Call Center, Correspondence Team and the servicing departments in order to expedite resolutions for our customers
Draft professional, accurate, and compliant written responses for executive offices, the CFPB, state regulators, attorneys, and internal stakeholders.
Has deeper knowledge of Selene servicing practices and is able to facilitate a resolution for any customer complaint or inquiry.
Document findings and resolutions clearly in complaint tracking systems; tag and analyze root cause trends
Recommend process improvements or policy updates based on recurring complaint themes or operational gaps
Process tasks in association with Escrow, Cash Processing, and Default Servicing processes.
Provide information on all available assistance programs to borrowers experiencing financial hardships
Participate in quality assurance reviews and supports internal or external audit complaint handling and response accuracy
Meets monthly goals as established in the agent scorecard