Senior Mortgage Complaints & Compliance Specialist

Wintrust Financial Corporation; Rosemont (IL); On-site; USD 71,000 - 92,000; Full time

Benefits offered by this job

Medical Insurance

401(k) with company match

Tuition reimbursement

Parental Leave

Life insurance

EAP

Job summary

Wintrust Financial Corporation's Senior Complaints Resolution Specialist (Mortgage) leads investigation, provides compliance guidance, and drives prompt responses to mortgage origination and servicing complaints within the Fair & Responsible Banking Department.

The role requires strong writing, analytical skills, and the ability to balance customer service excellence with regulatory risk management, in a fast-paced environment with deadlines.

Qualifications

• 4+ years working in mortgage origination-related roles (sales, processing, underwriting, closing).
• Familiar with mortgage products and their requirements (FHA, VA, Conventional, Construction to Permanent).
• Excellent knowledge of consumer protection regulations that apply to mortgage lending.
• Exceptional writing, problem solving and analytical skills.
• Ability to thrive in unfamiliar situations, adapt to change and meet deadlines.
• Bachelor's degree is preferred.

Responsibilities

• Log, research and analyze complaints and determine root causes.
• Communicate with lines of business for information to provide risk guidance and facilitate prompt resolutions.
• Draft responses for letters/emails and talking points for lines of business.
• Perform or assist with complaint reporting and trend analysis; identify risk areas.
• Assist with complaint management program administration and process improvements.

Skills

Mortgage knowledge

Analytical skills

Writing ability

Problem solving

Deadline management

Education

Bachelor's degree preferred

Job description

Wintrust Financial Corporation's Senior Complaints Resolution Specialist (Mortgage) leads investigation, provides compliance guidance, and drives prompt responses to mortgage origination and servicing complaints within the Fair & Responsible Banking Department.

The role requires strong writing, analytical skills, and the ability to balance customer service excellence with regulatory risk management, in a fast-paced environment with deadlines.