Mortgage Servicing Resolution Specialist

About the role

The Mortgage Servicing Resolution Specialist is responsible for researching and resolving customer disputes and complaints through detailed case management and investigation.

Responsibilities

• Research and resolve customer disputes, complaints, and servicing-related inquiries within established service level agreements.
• Review account information across multiple banking platforms to investigate issues and determine appropriate resolutions.
• Analyze customer concerns, supporting documentation, transaction history, and internal records to identify root causes.
• Collaborate with subject matter experts and business partners across the organization to gather information needed for case resolution.
• Interpret and apply bank policies, procedures, and regulatory requirements when evaluating customer concerns.
• Monitor and manage case pipelines to ensure timely completion of all assigned work.
• Maintain accurate documentation of investigative findings, actions taken, and final resolutions.
• Meet established quality, production, and compliance standards.
• Support risk mitigation efforts by ensuring accurate reporting and complaint resolution practices.

Qualifications

• Bachelor's degree, or equivalent work experience
• Two to four years of experience in administrative support activities
• Experience with mortgage servicing operations
• Banking operations experience with knowledge of internal processes and workflows
• Experience using systems such as ALS, Hogan, LeaseMaster, Debt Manager, or similar banking platforms
• Familiarity with dispute resolution, complaint management, credit reporting, or regulatory servicing requirements
• Experience training, coaching, or sharing knowledge with peers
• Demonstrated ability to build partnerships across multiple business lines
• Strong analytical, investigative, and problem-solving skills
• Experience researching and resolving complex customer issues
• Able to work independently while managing multiple priorities and deadlines
• Proficiency using multiple systems and applications simultaneously