Escalation & Borrower Solutions Specialist

Jobtailor; Dallas (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor is seeking a Senior Escalations Specialist to manage highly escalated customer complaints with executive and regulatory stakeholders. You will act as the primary contact for escalations, coordinate with servicing, operations, and legal teams, and guide borrowers through repayment or forbearance options.

You will drive root cause analyses, researching issues to implement durable resolutions while meeting stringent timelines and performance goals.

Qualifications

• Experience managing highly escalated, complex, and sensitive customer complaints.
• Ability to handle complaints from executive leadership, regulatory agencies, and high-profile stakeholders.
• Ability to ensure accurate, compliant, and timely responses.
• Ability to manage special-handling accounts.
• Investigative research skills.

Responsibilities

• Manage highly escalated, complex, and sensitive complaints from executive leadership and regulators.
• Serve as the customer-facing point of contact for escalated complaints from executive offices and investor representatives.
• Initiate outbound contact with borrowers on escalated cases and provide resolution options.
• Coordinate with servicing, operations, and legal teams to ensure compliant responses.

Skills

Escalated Complaint Management

Investigative Research Skills

Cross-Functional Collaboration

Root Cause Analysis

Borrower Assistance Knowledge

Tools

ACH Enrollment

Repayment Plans

Forbearance Options

Job description

Jobtailor is seeking a Senior Escalations Specialist to manage highly escalated customer complaints with executive and regulatory stakeholders. You will act as the primary contact for escalations, coordinate with servicing, operations, and legal teams, and guide borrowers through repayment or forbearance options.

You will drive root cause analyses, researching issues to implement durable resolutions while meeting stringent timelines and performance goals.