Verbal Complaint Specialist – Mortgage Servicing

Coast One Mortgage; Coppell (TX); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Health Savings Account

401(k) with employer match

Parental leave

Tuition reimbursement

Employee mortgage loan program

Volunteer time off

Matching gifts

ERGs and employee programs

Job summary

Newrez is actively seeking a Verbal Complaint Specialist to join the Compliance Division. You will investigate time-sensitive mortgage servicing issues, engage with consumers, and coordinate with internal partners to resolve disputes while staying current with RESPA, TILA, FCRA, and CFPB guidance.

You will be handling inbound/outbound calls, researching loan histories, and ensuring accurate, clear responses.

Qualifications

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

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

Verbal & written comms

MS Word

MS Excel

MS Outlook

Attention to detail

Research skills

Time management

Accountability

Organizational skills

Multi-tasking

Education

Highschool diploma or equivalent

Bachelor’s degree in English or related field

Tools

MS Word

MS Excel

MS Outlook

Job description

Newrez is actively seeking a Verbal Complaint Specialist to join the Compliance Division. You will investigate time-sensitive mortgage servicing issues, engage with consumers, and coordinate with internal partners to resolve disputes while staying current with RESPA, TILA, FCRA, and CFPB guidance.

You will be handling inbound/outbound calls, researching loan histories, and ensuring accurate, clear responses.