Verbal Complaint Specialist III

Highschool diploma or equivalent, required
5+ years Mortgage Servicing or Origination experience
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

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
Updating and maintaining 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 specialist 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

No preferred qualifications provided.