Verbal Complaint Specialist I

Primary Function

The Verbal Complaint Specialist I is responsible for supporting the Performing Loan Servicing division by investigating and responding to consumer complaints that are received by the Inbound Customer Service Center, allowing other areas of the division to focus on “live” Customer Service efforts and call volume.

Principal Duties

• Make outbound calls to consumers within 24 hours of receiving a verbal complaint, to acknowledge the complaint and provide a point of contact until resolution.
• Make outbound calls to consumers every 3 days to provide status updates on their complaint, or an ETA, until a resolution is reached.
• Research the consumer’s loan to determine the problem and next steps toward resolution. This will require some experience with reading and understanding payment/transaction summaries, escrow analyses, insurance documents, loan origination documents, credit reports, tax lines, etc.
• Follow up with other department leaders on tasks that their department needs to complete before a resolution can be reached for the consumer (getting a payment posted correctly, having an escrow analysis completed, getting their Homeowners insurance or property taxes paid, removing a late notation from a credit report, etc.).
• Make outbound calls to consumers when a resolution is reached, to discuss the resolution and confirm satisfaction with the consumer.
• Aid the Regulatory Complaint team by making outbound calls to acknowledge that we received the consumer’s complaint from an agency, and then make a final call to the consumer to discuss the resolution prior to the team submitting their written response to the agency.
• Update and maintain the database for verbal complaints, with details of the complaints and resolutions, for tracking and reporting purposes.
• Aid with inbound Customer Service calls when needed.

Education And Experience Requirements

• A High School Diploma or equivalent required.
• Superior Customer Service and verbal/phone communication skills is a must.
• Well-rounded knowledge of Mortgage and Consumer finance a plus.
• Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access needed.
• Familiarity with ILS systems needed.
• Excellent work ethic, high productivity, and acute attention to detail needed.
• Must possess a short learning curve related to assimilation of new skills and tasks.
• Follow up skills and a strong sense of accountability are a must.
• Superior organizational skills needed.
• Ability to multi-task as well as quickly adapt to changing work assignments.

Additional Information

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary. All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator.