Verbal Complaint Specialist

Newrez•Coppell, TX

8d•Onsite

About The Position

The Verbal Complaint Specialist supports the Compliance Division by investigating and responding to time-sensitive mortgage servicing complaints. The role partners with operational teams to research issues, resolve matters for consumers, and communicate complaint status through inbound and outbound calls. The specialist maintains current knowledge of applicable regulations, including RESPA, TILA, FCRA, and CFPB guidance. This is an on-site role at the assigned office location.

Requirements

High school diploma or equivalent and 5 or more years of mortgage servicing or origination experience; OR a bachelor's degree with a concentration in English or a similar field and 2 or more years of mortgage servicing or origination experience.
Superior customer service, verbal, phone, and written communication skills.
Excellent written communication, including proper grammar, spelling, punctuation, and sentence structure.
Intermediate knowledge of MS Word, MS Excel, and MS Outlook.
Excellent work ethic, high productivity, and acute attention to detail.
Excellent research skills.
Ability to quickly assimilate new skills and tasks.
Strong follow-up skills and accountability.
Superior organizational skills.
Ability to multitask and adapt quickly to changing work assignments.
Regular and punctual attendance according to the schedule established by leadership.
Ability to communicate effectively in spoken English and accurately exchange information after identifying correct procedures.
Must have a smartphone that meets company security standards and can install required authentication apps; employment is contingent on meeting this requirement.

Responsibilities

Take inbound calls and/or make outbound calls to homeowners within prescribed Service Level Agreements.
Research loan history, documentation, and applicable policies and procedures to determine whether operational teams followed appropriate steps.
Investigate potential issues, identify root causes, and execute plans for resolution.
Communicate with operational business partners about loan-level details when necessary.
Ensure necessary account actions and corrections are made to resolve disputes and complaints.
Update and maintain the verbal complaints database with complaint and resolution details for tracking and reporting.
Review written and verbal escalation responses from other writers and verbal specialists for accuracy, completeness, and clarity.
Perform related duties assigned by management.