Sr. Complaint Resolution Specialist - Mortgage

Wintrust•Rosemont, IL

3d•Onsite

About The Position

Wintrust provides community and commercial banking, specialty finance and wealth management services through its 16 bank charters and nine non-bank businesses. Wintrust delivers the sophisticated solutions of a large bank while staying true to the relationship-focused, personalized service of our community banking roots. We serve clients in all 50 states with more than 200 branch banking locations in Illinois, southwestern Florida, northwestern Indiana, west Michigan and southern Wisconsin and commercial banking offices in Chicago, Denver, Milwaukee, Grand Rapids, Mich., and in key branch banking locations throughout Illinois. Our people are the heart of our business and we are proud to rank consistently as a top place to work. Wintrust is a $66 billion financial institution based in Rosemont, Illinois, and listed on the NASDAQ Global Select Market under the symbol “WTFC.” Why join us? An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 12 years) and Employee Recommended award by the Globe & Mail (past 6 years). Competitive pay and discretionary or incentive bonus eligible. Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few Promote from within culture. Why join this team? We foster an inclusive environment for an individual to grow and work independently. Opportunity to interact with management level, experienced professionals - higher visibility. Wintrust has a great compliance culture that comes from the top. Gain experience and further your career by joining a growing organization. Position Summary The Senior Complaints Resolution Specialist (Mortgage) is responsible for investigating, providing compliance guidance, and managing the response and resolution to mortgage origination and servicing complaints. We are looking for an employee who thrives in a fast-paced environment, who can manage deadlines well, and who has the ability to work efficiently to ensure that customers receive a prompt and transparent response to their concerns (customer service excellence) while also analyzing and resolving compliance risk. This position resides within our Fair & Responsible Banking Department, which has oversight of our Complaint Management Program.

Requirements

4+ years working in one or more roles that provide a well-rounded background in all aspects of mortgage origination (sales, processing, underwriting, closing, etc.).
Familiar with mortgage products and their differing requirements (FHA, VA, Conventional, Construction to Permanent, etc.), as well as experience reviewing mortgage disclosures and other loan file documentation to assess compliance risk.
Excellent knowledge of consumer protection regulations that apply to mortgage lending.
Exceptional writing, problem solving and analytical skills.
Ability to thrive in unfamiliar situations, adapt to change and produce quality work on deadline

Nice To Haves

Bachelor’s degree is preferred.

Responsibilities

Log, research and analyze complaints (including review of disclosures, information provided by the line of business, and regulations) and determining root causes.
Communicate with lines of business for complaint notification and background, to provide risk guidance, and to facilitate prompt resolutions.
Draft responses for letter/email responses and/or talking points for lines of business to resolve complaints orally.
Perform or help with periodic complaint reporting and trend analysis, including identifying, analyzing, escalating and communicating with partners regarding potential areas of risk.
Assist with complaint management program administration, such as procedure updates and process improvements.