Verbal Complaint Specialist

Newrez LLC•Coppell, TX

10d•Onsite

About The Position

The Verbal Complaint Specialist supports the Compliance Division by investigating and responding to time-sensitive mortgage servicing complaints. The specialist works with operational partners to investigate and resolve consumer issues and communicates with consumers about complaint status by inbound or outbound calls. The role requires ongoing learning and keeping current with applicable regulations, including RESPA, TILA, FCRA, and CFPB guidance. The position is on-site at the assigned office and involves working in a cubicle hub while handling phone calls and computer-based tasks.

Requirements

High school diploma or equivalent and 5+ years of mortgage servicing or origination experience; alternatively, a bachelor's degree with a concentration in English or a similar field and 2+ years of mortgage servicing or origination experience.
Superior customer service, verbal/phone, and written communication skills.
Excellent writing skills, 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 assimilate new skills and tasks quickly.
Strong follow-up skills and accountability.
Superior organizational skills.
Ability to multitask and quickly adapt to changing work assignments.
Regular and punctual attendance according to the schedule established by leadership.
Ability to work occasional adjusted schedules, overtime, and evening and/or weekend hours as business needs or deadlines require.
Ability to work in a cubicle hub with background conversations while maintaining focus on calls.
Ability to perform sedentary work in a stationary position for prolonged periods and repetitive computer and phone tasks.
Ability to communicate effectively in English and accurately exchange information after identifying the correct procedures.
Must have a smartphone that meets company security standards and can install required apps, such as Okta Verify and Microsoft Authenticator.

Responsibilities

Take inbound calls and/or make outbound calls to homeowners within prescribed Service Level Agreements.
Research loan history, documentation, policies, and procedures to determine whether operational teams followed appropriate steps.
Investigate potential issues, identify root causes, and execute a plan to resolve them.
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.