Borrower Resolution Specialist

Job Summary

To support customer satisfaction, the full-time remote Borrower Resolution Specialist will review borrower concerns, conduct detailed research, and provide proactive outreach while ensuring compliance with regulatory requirements and maintaining accurate documentation.

Key responsibilities

• Analyze written borrower complaints and review relevant records to understand concerns
• Initiate proactive outreach and utilize de-escalation techniques to manage customer interactions effectively
• Maintain comprehensive documentation of customer interactions and ensure compliance with applicable guidelines

Required qualifications

• High School Diploma or equivalent required
• 3-5 years of mortgage servicing experience
• Expert knowledge of customer service principles and mortgage products
• Proficient in ICE products and Microsoft Office applications
• Strong analytical ability to troubleshoot complex issues and deliver timely solutions