Sr. Complaint Resolution Specialist - Mortgage

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 provides community and commercial banking, specialty finance and wealth management services through its 16 bank charters and nine non-bank businesses. Wintrust delivers the sophisticated solutions of a large bank while staying true to the relationship-focused, personalized service of our community banking roots. We serve clients in all 50 states with more than 200 branch banking locations in Illinois, southwestern Florida, northwestern Indiana, west Michigan and southern Wisconsin and commercial banking offices in Chicago, Denver, Milwaukee, Grand Rapids, Mich., and in key branch banking locations throughout Illinois. Our people are the heart of our business and we are proud to rank consistently as a top place to work. Wintrust is a $66 billion financial institution based in Rosemont, Illinois, and listed on the NASDAQ Global Select Market under the symbol “WTFC.”

Why join us? An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 12 years) and Employee Recommended award by the Globe & Mail (past 6 years). Competitive pay and discretionary or incentive bonus eligible. Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few Promote from within culture.

Why join this team? We foster an inclusive environment for an individual to grow and work independently. Opportunity to interact with management level, experienced professionals - higher visibility. Wintrust has a great compliance culture that comes from the top. Gain experience and further your career by joining a growing organization.

Position Summary

The Senior Complaints Resolution Specialist (Mortgage) is responsible for investigating, providing compliance guidance, and managing the response and resolution to mortgage origination and servicing complaints. We are looking for an employee who thrives in a fast-paced environment, who can manage deadlines well, and who has the ability to work efficiently to ensure that customers receive a prompt and transparent response to their concerns (customer service excellence) while also analyzing and resolving compliance risk. This position resides within our Fair & Responsible Banking Department, which has oversight of our Complaint Management Program.

What You'll Do

• Log, research and analyze complaints (including review of disclosures, information provided by the line of business, and regulations) and determining root causes.
• Communicate with lines of business for complaint notification and background, to provide risk guidance, and to facilitate prompt resolutions.
• Draft responses for letter/email responses and/or talking points for lines of business to resolve complaints orally.
• Perform or help with periodic complaint reporting and trend analysis, including identifying, analyzing, escalating and communicating with partners regarding potential areas of risk.
• Assist with complaint management program administration, such as procedure updates and process improvements.

Qualifications

• 4+ years working in one or more roles that provide a well-rounded background in all aspects of mortgage origination (sales, processing, underwriting, closing, etc.).
• Familiar with mortgage products and their differing requirements (FHA, VA, Conventional, Construction to Permanent, etc.), as well as experience reviewing mortgage disclosures and other loan file documentation to assess compliance risk.
• 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 produce quality work on deadline.
• Bachelor's degree is preferred.

Benefits

• Medical Insurance
• Dental
• Vision
• Life insurance
• Accidental death and dismemberment
• Short-term and long-term Disability Insurance
• Parental Leave
• Employee Assistance Program (EAP)
• Traditional and Roth 401(k) with company match
• Flexible Spending Account (FSA)
• Employee Stock Purchase Plan at 5% discount
• Critical Illness Insurance
• Accident Insurance
• Transportation and Commuting Benefits
• Banking Benefits
• Pet Insurance Compensation

The estimated salary range for this role is $71,000-$92,000, along with eligibility to earn an annual bonus. Actual salaries may vary based on several factors, such as a candidate’s qualifications, skills and experience.

#LI-ONSITE From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To build a company that reflects the communities we serve, we believe that fostering a unique and inclusive workplace where everyone feels valued and empowered to succeed will support our ongoing success.

Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

Wintrust may collect personal information from you in connection with the application process. Wintrust complies with the California Consumer Privacy Act of 2018, and its policy may be found here.