Verbal Complaints Specialist III

Primary Function

The Verbal Complaint Specialist III is responsible for supporting the Compliance Division by investigating and responding to these time sensitive mortgage servicing situations. Verbal consumer complaints may be received by the Loss Mitigation, Customer Service, Loan Servicing, or any other Servicing Departments. Verbal Complaints may be related to issues regarding SPOC availability, loss mitigation status updates, prior servicer loss mitigation efforts, fee disputes, payment disputes, loss mitigation denials etc., (all aspects of Loss Mitigation Servicing) and Foreclosure processes. This position is designed to support the sensitive nature of the escalations, as well as to provide training and mentoring to subordinate team members. The Verbal Complaint Specialist III must drive timely resolution for the homeowner to mitigate risk and exposure where possible, and to improve the overall customer experience.The Verbal Complaint Specialist III works with various dep...