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ProfileDispute Resolution Specialist The candidate will investigate complaints received by regulators, borrowers, and/or their representatives and respond to such complaints following established department procedures. Will perform factual analyses of loan histories to assess appropriate resolution and compile all corresponding supporting documentation for management review. Compose detailed factual narratives summarizing results of investigations and present to management for review. Perform root cause analyses of all discovered errors in order to identify areas requiring development or enhancement of training, policy, or procedures. Under the direction of the department leadership, ensure the necessary actions/corrections are made to resolve disputes, complaints, and inquiries. Compose written responses to borrowers (or their authorized representatives) providing final resolution. Maintain detailed and comprehensive records for all complaints, including error findings, during complaint investigation process and document corrective actions taken. Provide exemplary customer service. Perform other duties as assigned. High school diploma required. College degree preferred. Certified paralegal degree also preferred. Should preferably have 3+ years of work experience in the mortgage servicing industry. Working knowledge of federal and state laws and guidelines pertaining to mortgage servicing (RESPA, CFPB, etc.) and how they apply to company is needed. Accomplished research/analytical skills required. Advanced knowledge of servicing related systems (e.g., MSP and LPS Desktop) is a must. MS Word, Excel, and Outlook skills are needed.
Job ID: 2017-1830