Sr. Complaint Resolution Specialist - Mortgage

About the Company

Wintrust provides community and commercial banking, specialty finance, and wealth management services through its 16 bank charters and nine non-bank businesses. Wintrust delivers the sophisticated solutions of a large bank while staying true to the relationship-focused, personalized service of our community banking roots. We serve clients in all 50 states with more than 200 branch banking locations in Illinois, southwestern Florida, northwestern Indiana, west Michigan, and southern Wisconsin, and commercial banking offices in Chicago, Denver, Milwaukee, Grand Rapids, Mich., and key branch banking locations throughout Illinois. Wintrust is a $66 billion financial institution based in Rosemont, Illinois, and listed on the NASDAQ Global Select Market under the symbol “WTFC.”

Why Join Us

• An award-winning culture: Top Workplace by the Chicago Tribune (past 12 years) and Employee Recommended award by the Globe & Mail (past 6 years).
• Competitive pay and discretionary or incentive bonus eligible.
• Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match, and tuition reimbursement.
• Promote-from-within culture.
• Inclusive environment fostering growth and independence.
• Opportunity to interact with management-level, experienced professionals for higher visibility.
• Strong compliance culture supported from the top.
• Gain experience and further your career in a growing organization.

About the Role

The Senior Complaints Resolution Specialist (Mortgage) is responsible for investigating, providing compliance guidance, and managing the response and resolution to mortgage origination and servicing complaints. This role thrives in a fast-paced environment, managing deadlines efficiently to ensure customers receive prompt and transparent responses while analyzing and resolving compliance risk. This position resides within our Fair & Responsible Banking Department, which has oversight of our Complaint Management Program.

Responsibilities

• Log, research, and analyze complaints (including review of disclosures, information provided by the line of business, and regulations) and determine root causes.
• Communicate with lines of business for complaint notification and background, provide risk guidance, and facilitate prompt resolutions.
• Draft responses for letters/emails and/or talking points for lines of business to resolve complaints orally.
• Perform or assist with periodic complaint reporting and trend analysis, including identifying, analyzing, escalating, and communicating potential areas of risk.
• Assist with complaint management program administration, such as procedure updates and process improvements.

Requirements

• 4+ years of experience in one or more roles providing a well-rounded background in all aspects of mortgage origination (sales, processing, underwriting, closing, etc.).
• Familiarity with mortgage products and their differing requirements (FHA, VA, Conventional, Construction to Permanent, etc.).
• Experience reviewing mortgage disclosures and other loan file documentation to assess compliance risk.
• Excellent knowledge of consumer protection regulations that apply to mortgage lending.
• Exceptional writing, problem-solving, and analytical skills.
• Ability to thrive in unfamiliar situations, adapt to change, and produce quality work on deadline.

Qualifications

Bachelor’s degree is preferred.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Accidental Death and Dismemberment Insurance
• Short-term and Long-term Disability Insurance
• Parental Leave
• Employee Assistance Program (EAP)
• Traditional and Roth 401(k) with company match
• Flexible Spending Account (FSA)
• Employee Stock Purchase Plan at 5% discount
• Critical Illness Insurance
• Accident Insurance
• Transportation and Commuting Benefits
• Banking Benefits
• Pet Insurance

Pay

The estimated salary range for this role is $71,000-$92,000, along with eligibility to earn an annual bonus. Actual salaries may vary based on several factors, such as a candidate’s qualifications, skills, and experience.