Mortgage Verbal Complaints & Compliance Specialist

Newrez LLC - Servicing; Coppell (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Newrez LLC - Servicing is seeking a Verbal Complaint Specialist to support the Compliance Division by investigating and resolving time-sensitive mortgage servicing issues. The role involves inbound/outbound consumer communications, researching loan histories, and ensuring accurate, compliant responses under RESPA, TILA, FCRA, and CFPB guidance.

Applicants should have a High School diploma (or equivalent) with 5+ years in Mortgage Servicing/Origination or a Bachelor's with 2+ years in the same

Qualifications

• Highschool diploma or equivalent, required and, 5+ years Mortgage Servicing or Origination experience.
• OR

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.
• 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.

Skills

Customer service

Written communication

MS Word

MS Excel

MS Outlook

Research skills

Attention to detail

Multi-tasking

Education

High school diploma

Bachelor's degree in English or similar

Tools

MS Word

MS Excel

MS Outlook

Job description

Newrez LLC - Servicing is seeking a Verbal Complaint Specialist to support the Compliance Division by investigating and resolving time-sensitive mortgage servicing issues. The role involves inbound/outbound consumer communications, researching loan histories, and ensuring accurate, compliant responses under RESPA, TILA, FCRA, and CFPB guidance.

Applicants should have a High School diploma (or equivalent) with 5+ years in Mortgage Servicing/Origination or a Bachelor's with 2+ years in the same