Senior Mortgage Complaints Resolution Lead

Wintrust Financial Corporation; Northern (KY); Hybrid; USD 71,000 - 92,000; Full time

Benefits offered by this job

Medical Insurance

Dental

Vision

Life insurance

Disability Insurance

Parental Leave

401(k) with match

FSA

Employee Stock Purchase Plan

Job summary

Wintrust Financial Corporation is hiring a Senior Complaints Resolution Specialist (Mortgage) to investigate and manage responses to mortgage origination and servicing complaints. The role requires handling fast-paced deadlines, providing compliance guidance and ensuring customers receive prompt, transparent resolutions while mitigating compliance risk.

This position sits in the Fair & Responsible Banking Department, overseeing the Complaint Management Program.

Qualifications

• 4+ years in mortgage origination related roles (sales, processing, underwriting, closing).
• Familiar with mortgage products and loan disclosures to assess compliance risk.
• Excellent knowledge of consumer protection regulations for mortgage lending.
• Exceptional writing, problem solving and analytical skills.
• Ability to thrive in unfamiliar situations, adapt to change and meet deadlines.
• Bachelor's degree preferred.

Responsibilities

• Log, research and analyze complaints and determine root causes.
• Communicate with lines of business for notification and background to guide risk and prompt resolutions.
• Draft responses for letters/emails or talking points to resolve complaints.
• Perform periodic complaint reporting and trend analysis and escalate risks as needed.
• Assist with complaint management program administration and process improvements.

Skills

Strong writing

Analytical skills

Problem solving

Communication

Education

Bachelor's degree

Job description

Wintrust Financial Corporation is hiring a Senior Complaints Resolution Specialist (Mortgage) to investigate and manage responses to mortgage origination and servicing complaints. The role requires handling fast-paced deadlines, providing compliance guidance and ensuring customers receive prompt, transparent resolutions while mitigating compliance risk.

This position sits in the Fair & Responsible Banking Department, overseeing the Complaint Management Program.