Resolutions Specialist- Customer Support

At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career — a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

About the role

The Loan Servicing Escalations Specialist researches and responds to reportable inquiries related to denial of loss mitigation requests, loan servicing, and inquiries submitted to the Office of Customer Satisfaction (OCS) for resolution.

Responsibilities

• Converses with customer regarding inquiries by phone
• Researches inquiries and gathers documentation necessary for research and response
• Drafts and edits responses to customer inquiries
• Gathers supporting documentation to be submitted to the customer
• Notates loans with attorney representation or requests to Cease and Desist communications
• Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices
• Identifies opportunities for and supports process improvements
• Applies disciplined change management practices

This position requires the tracking of time and is eligible for overtime for hours worked in excess of 40 per week under the Fair Labor Standards Act.

Requirements

• High School Diploma or GED

Preferences: One (1) year of loan servicing or related experience.

Skills and Competencies

• Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance
• Ability to work in a fast-paced environment
• Excellent customer service skills
• Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
• Strong written and verbal communication skills
• Ability to work with limited supervision
• Ability to research and summarize facts

Schedule

40 hours per week, Monday-Friday between 7:30am-5:30pm.

This position may be filled at a higher level depending on the candidate's qualifications and relevant experience.

Pay

The target pay range is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

• Minimum: $33,975.00 USD
• Median: $40,446.00 USD

This job is not incentive eligible.

Benefits

Regions offers a flexible, comprehensive benefits package for benefits-eligible associates. Below is a synopsis of the benefits offered:

• Paid Vacation/Sick Time
• 401K with Company Match
• Medical, Dental and Vision Benefits
• Disability Benefits
• Health Savings Account
• Flexible Spending Account
• Life Insurance
• Parental Leave
• Employee Assistance Program
• Associate Volunteer Program

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time.