Mortgage Servicing Verbal Resolution Specialist

Newrez; Coppell (TX); Sur place; USD 45 000 - 70 000; Plein temps

Avantages offerts par ce poste

Medical/Dental/Vision insurance

HSA with employer contribution

401(k) with employer match

Parental Leave

Tuition reimbursement

Employee Mortgage Loan Program

Volunteer Time Off

Résumé du poste

Newrez is seeking a Verbal Complaint Specialist to support the Compliance Division in investigating and resolving time‑sensitive mortgage servicing issues. You will handle inbound/outbound consumer communications, stay current with RESPA, TILA, FCRA, and CFPB guidance, and coordinate with partners to ensure accurate resolutions.

You will manage loan details, research histories, and document actions in the complaint system, while maintaining high service quality and regulatory compliance.

Qualifications

• Highschool diploma or equivalent, required.
• 5+ years Mortgage Servicing or Origination experience.
• Bachelor’s degree with a concentration in English or similar field.
• 2+ years Mortgage Servicing or Origination experience.

Responsabilités

• Take inbound/outbound calls to homeowners within SLAs.
• Research loan history and applicable policies to verify steps.
• Identify root causes and plan resolutions for complaints.
• Communicate with operational partners on loan details.
• Ensure actions are taken to resolve disputes and complaints.
• Maintain verbal complaint database for tracking and reporting.
• Review escalation responses for accuracy and clarity.
• Perform additional duties as assigned.

Connaissances

Superior customer service

Excellent written communication

MS Word

MS Excel

MS Outlook

Attention to detail

Research skills

Multi-tasking

Time management

Organization

English proficiency

Formation

Highschool diploma or equivalent

Bachelor’s degree with a concentration in English or similar field

Description du poste

Newrez is seeking a Verbal Complaint Specialist to support the Compliance Division in investigating and resolving time‑sensitive mortgage servicing issues. You will handle inbound/outbound consumer communications, stay current with RESPA, TILA, FCRA, and CFPB guidance, and coordinate with partners to ensure accurate resolutions.

You will manage loan details, research histories, and document actions in the complaint system, while maintaining high service quality and regulatory compliance.