Mortgage Resolutions Spec III

Responsibilities

• Serve as a subject matter expert on mortgage servicing customer calls and research methods.
• Assist customers with inquiries including escrow, payment transactions, ARM changes, payoff requests, and other servicing matters.
• Coordinate problem resolution with appropriate internal departments.
• Handle inbound and outbound calls to resolve customer inquiries and return internal requests.
• Absorb and maintain documentation and tracking related to credit reporting disputes to support audits, quality control, and compliance reviews.
• Initiate and coordinate necessary corrections or updates with credit reporting agencies when discrepancies are identified.
• Review, research, and resolve credit reporting disputes in accordance with regulatory requirements, internal policies, and established timelines.
• Analyze mortgage servicing records, payment histories, and supporting documentation to determine the accuracy of reported credit information.

Qualifications

• Minimum of 3 years of experience in mortgage loan servicing or a related field.
• Knowledge of mortgage loan documents and regulations.
• Strong customer service skills with a positive, team-oriented attitude.
• Moderate expert computer skills with working knowledge of Microsoft Office products.

Key Competencies

• Ability to analyze servicing issues, root causes, and effective resolutions.
• Clear, concise written and verbal communication with borrowers, internal partners, and leadership.
• Adapt quickly and respond effectively to change.
• Support daily workflows, assist peers, and collaborate across departments to resolve issues.

Pay

The salary range for this position is $18.25/Hr. - $29.75/Hr.. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

Benefits

• Medical, dental, and vision insurance.
• 401K.
• Continuing education opportunities.
• Employee assistance program.
• A variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization.