Sr. Complaint Resolution Specialist - Mortgage

Wintrust Financial Corporation • Rosemont, IL

4d • $71,000 - $92,000 • Onsite

About The Position

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. This role requires an employee who thrives in a fast-paced environment, can manage deadlines effectively, and possesses the ability to work efficiently to ensure prompt and transparent customer responses while also analyzing and resolving compliance risk. This position is part of the Fair & Responsible Banking Department, which oversees the 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.

Benefits

• Medical Insurance
• Dental
• Vision
• Life insurance
• Accidental death and dismemberment
• Short-term and long-term Disability Insurance
• Parental Leave
• Employee Assistance Program (EAP)
• Traditional and Roth 401(k) with company match
• Flexible Spending Account (FSA)
• Employee Stock Purchase Plan at 5% discount
• Critical Illness Insurance
• Accident Insurance
• Transportation and Commuting Benefits
• Banking Benefits
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree