Complaint Specialist
Job Details
Description
This Complaint Specialist is responsible for receiving, tracking, researching, and responding to consumer correspondence and loss mitigation appeals. This position is also responsible for the analysis of consumer complaint trends to determine root cause and remediation.
At Fay You Will:
- Receive, research, and respond to consumer and regulatory inquiries within required timeliness
- Work with the business units to re-mediate consumer complaint-related issues
- Monitor assignments and due dates and ensure all deadlines are being met
- Provide production and trending reports to management
- Identify and escalate issues to management, as needed
- Identify and escalate process gaps
- Any other task that may be assigned by management
What We Look For:
- Bachelor’s degree or equivalent, relevant work experience
- Prior experience in mortgage servicing
- Excellent communication and interpersonal skills
- Prior experience with complaint resolution preferred
- Strong reading comprehension and written communication skills
- Ability to manage and prioritize multiple projects simultaneously and work within deadlines
- Knowledge of consumer financial, foreclosure, and real estate laws and regulations
- Experience with Black Knight programs, including MSP and LoanSphere
- Experience with multiple aspects of loan servicing, such as foreclosure, escrow, bankruptcy, and loss mitigation
- Experience conducting root cause analyses and/or helping to implement new processes preferred
- Proficient in Microsoft Outlook, Word, Excel, and PowerPoint
