Customer Advocate II

spsservicing; Utah; On-site; USD 42,000 - 62,000; Full time

Job summary

SPS Servicing seeks a detail-oriented Dispute Resolution Specialist to investigate and resolve customer and third-party concerns. You will ensure compliance with RESPA, Regulation Z, FCRA, and internal guidelines while delivering accurate, timely resolutions.

In a fast-paced, high-volume environment, you’ll analyze disputes, gather information from internal partners, draft clear responses, and communicate professionally with customers and colleagues across departments.

Qualifications

• High school diploma or GED is required.

Responsibilities

• Ensure all dispute activity aligns with RESPA, Regulation Z, FCRA, GLBA, and internal business guidelines.

Skills

Strong written and verbal comm.

Excellent organization

Research & decision-making

Customer service background

Mortgage industry knowledge

Independent work ethic

Education

High school diploma or GED

Associate degree or equivalent experience

Job description

Dispute Resolution Specialist

Help customers find clarity. Solve meaningful problems. Make a real impact.

As a Dispute Resolution Specialist, you'll be the go-to expert for investigating and resolving customer and authorized third-party concerns. Your work ensures accuracy, compliance, and trust -- and you'll collaborate across multiple departments to deliver clear, thoughtful, and timely resolutions. If you enjoy digging into details, communicating with precision, and bringing order to complex situations, this role offers a chance to shine.

What You'll Do

• Ensure all dispute activity aligns with RESPA, Regulation Z, FCRA, GLBA, and internal business guidelines.
• Manage your workload effectively to meet varying turnaround requirements.
• Review, analyze, and categorize customer and authorized third-party disputes.
• Conduct thorough research and partner with internal teams to gather and validate information.
• Identify and request necessary account corrections based on your findings.
• Work closely with business units to ensure corrections are completed accurately.
• Draft clear, professional, and well-structured written responses that address all concerns.
• Communicate with customers, third parties, and internal partners in a timely and professional manner.
• Support additional tasks and projects as needed.

What You Bring

• High school diploma or GED required.
• Strong written and verbal communication skills.
• Excellent organization, time management, and interpersonal abilities.
• Proven success working in fast-paced, high-volume environments.
• Ability to work independently with strong research and decision-making skills.
• Solid customer service background.
• Understanding of the mortgage industry, including relevant laws and regulations.
• Ability to manage multiple priorities in a deadline-driven setting.

Preferred Qualifications

• Associate degree or equivalent experience.