Sr Specialist, Research, Escalation and Compliant Handing

About the role

The Senior REACH Specialist is responsible for supporting the strategic coordination, investigation, and resolution of complex consumer disputes and high-risk loan servicing escalations across the enterprise. Operating as a primary point of contact for customer inquiries received directly or through legal representatives, this role facilitates cross-functional communication across compliance, loss mitigation, and servicing operations teams. Through root-cause analyses, complaint metric tracking, and targeted peer training, this role ensures the complaint handling function operates with peak efficiency and strict adherence to consumer protection standards.

Responsibilities

• Execute inbound and outbound dispute resolution communications and specialized loss mitigation workouts following Fannie Mae, Freddie Mac, FHA, VA, and corporate investor guidelines
• Administer financial record updates, credit bureau correction processing, ACH payment failure investigations, and Home Equity Line of Credit (HELOC) account servicing tasks
• Manage first payment default cases, loss mitigation queues, and mass outbound retention campaigns to mitigate delinquency across specialized loan portfolios
• Perform root-cause analyses during complaint resolutions and conduct quality assurance call-listening audits to evaluate compliance and service quality
• Support cross-queue Collections, general customer service overflow, and short-sale backup queues while leading team huddles and providing real-time operational chat support
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

Qualifications

• High School Diploma or equivalent required; Bachelor’s degree in Business Administration, Finance, or a related field preferred
• 4+ years of progressive experience in mortgage servicing, complaint resolution, loss mitigation, collections, or loan servicing escalations
• Advanced proficiency in Loan Servicing Systems (e.g., MSP/Black Knight, MortgageServ), Credit Bureau Reporting frameworks (e.g., e-OSCAR), and Microsoft Office/Google Workspace suites
• Preferred proficiency with ACD telephony platforms, real-time chat management tools, and business intelligence reporting software (Power BI, Tableau)
• Active Mortgage Loan Originator (MLO) license or industry compliance certifications preferred

Benefits

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

Pay

Salary $50,000 - $75,000

Schedule

Office-based (ONSITE)