Executive Response Specialist

U.S. Bank • Owensboro, KY

1d • $21 - $28 • Hybrid

About The Position

Provides case management for inquiries, received from customers and authorized third parties, meeting the criteria for Qualified Written Requests (including Notices of Error, Requests for Information and debt disputes for closed-end mortgages) and Appeals of Loss Mitigation decisions as outlined in RESPA. Quickly reviews correspondence received in multiple formats and from multiple sources, identifies requested items and allegations, engages applicable business lines outside of the Center of Excellence (COE) for research and information, including error identification/classification and root cause if applicable, and verifies business line responses fully by examining account information in various bank systems. Follows up with business lines and escalates cases as necessary to obtain the information required to develop an accurate and timely resolution to the customer's case. Follows procedures to obtain all applicable review approvals before mailing the final response letter and resolving the case. Responsible for reviewing and adhering to policy and procedures, completing required checklists, utilizing workflow tools, updating the system of record, developing a resolution/response to the customer within service level and quality management standards and providing support to in-office functions when needed. Provides support to management by reviewing reports, testing systems, developing policy and procedure, performing time studies, preparing for audits, and assisting other areas of the Center of Excellence.

Requirements

• Bachelor's degree, or equivalent work experience
• Two to four years of experience in administrative support activities
• Minimum 18 months of customer service experience
• Ability to develop a comprehensive knowledge of the applicable operational area, the product and services, applicable laws and regulations, and an understanding of applicable system(s) functionality
• Demonstrates administrative skills and acute attention to detail
• Strong verbal communication skills
• Superior written communication skills, including excellent grammar to edit outgoing communications.
• Excellent customer service skills
• Strong analytical, decision-making and problem-solving skills
• Ability to collect and organize information
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Ability to identify and resolve exceptions and to interpret data
• Proficient PC skills, especially Microsoft Office applications including Copilot
• Excellent organizational skills and adaptable to change
• Understanding of all aspects of mortgage servicing
• Customer obsessed with a commitment to time frames

Nice To Haves

• Experience in loss mitigation a plus

Responsibilities

• Provides case management for inquiries, received from customers and authorized third parties, meeting the criteria for Qualified Written Requests (including Notices of Error, Requests for Information and debt disputes for closed-end mortgages) and Appeals of Loss Mitigation decisions as outlined in RESPA.
• Reviews correspondence received in multiple formats and from multiple sources, identifies requested items and allegations.
• Engages applicable business lines outside of the Center of Excellence (COE) for research and information, including error identification/classification and root cause if applicable.
• Verifies business line responses fully by examining account information in various bank systems.
• Follows up with business lines and escalates cases as necessary to obtain the information required to develop an accurate and timely resolution to the customer's case.
• Follows procedures to obtain all applicable review approvals before mailing the final response letter and resolving the case.
• Reviews and adheres to policy and procedures, completing required checklists, utilizing workflow tools, updating the system of record, developing a resolution/response to the customer within service level and quality management standards.
• Provides support to in-office functions when needed.
• Provides support to management by reviewing reports, testing systems, developing policy and procedure, performing time studies, preparing for audits, and assisting other areas of the Center of Excellence.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level