Verbal Complaint Specialist

Newrez•Coppell, TX

3d•Onsite

About The Position

The Verbal Complaint Specialist is responsible for supporting the Compliance Division by investigating and responding to time-sensitive mortgage servicing situations. This role works with various operational partners to investigate and resolve issues for the consumer, and involves inbound or outbound communication with consumers regarding their complaint status. The job requires continuous learning and keeping up-to-date with applicable regulations such as the Real Estate Settlement Procedures Act (“RESPA”), Truth-in Lending Act (“TILA”), the Fair Credit Reporting Act (“FCRA”), and applicable guidance from the Consumer Financial Protection Bureau (“CFPB”).

Requirements

High school diploma or equivalent, required
5+ years Mortgage Servicing or Origination experience
OR Bachelor’s degree with a concentration in English or similar field and, 2+ years Mortgage Servicing or Origination experience.
Superior customer service, verbal/phone and written communication skills are required.
Excellent written communication skills are required, including proper grammar, spelling, punctuation, and sentence structure.
Intermediate knowledge of MS Word, MS Excel, and MS Outlook required.
Excellent work ethic, high productivity, and acute attention to detail needed.
Excellent research skills required.
Must possess a short learning curve related to assimilation of new skills and tasks.
Follow up skills and an intense sense of accountability are a must.
Superior organizational skills needed.
Ability to multi-task as well as quickly adapt to changing work assignments.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator.

Responsibilities

Take inbound calls and/or make outbound calls to homeowners within prescribed Service Level Agreements (SLAs).
Research loan history, documentation and applicable policies and procedures to determine if the appropriate steps were followed by the operational teams.
Research potential issues to identify root causes and be able to execute a plan of action for resolution.
Communicate with operational business partners to discuss loan level details, when necessary.
Ensure the necessary actions/corrections are made to the accounts, to resolve disputes and complaints.
Update and maintain the database for verbal complaints, with details of the complaints and resolutions, for tracking and reporting purposes.
Review written and verbal escalation responses from other writers and verbal specialists to ensure accuracy of information, the response addresses the complaint contents, and the information provided is clear and understandable.
Performs related duties as assigned by management.