Verbal Complaints Specialist II

Position Overview

The Verbal Complaint Specialist II supports the Performing Loan Servicing division by investigating and responding to consumer complaints received through the Inbound Customer Service Center, allowing other areas to focus on live customer service. The position resolves consumer complaints quickly before they become written or regulatory complaints, preventing risk and improving the overall customer experience.

• Assist with executive complaints from upper management.
• Assist with training new hires.
• Make outbound calls to consumers within 24hours of receiving a verbal complaint to acknowledge the complaint and provide a point of contact until resolution.
• Make outbound calls to consumers every 3days 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.
• Follow up with other department leaders on tasks that their department needs to complete before a resolution can be reached.
• Make outbound calls to consumers when a resolution is reached, to discuss the resolution and confirm satisfaction.
• Assist the Regulatory Complaint team by making outbound calls to acknowledge receipt of a consumer’s complaint from an agency, and then make a final call to the consumer 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.
• Assist with inbound Customer Service calls when needed.
• Perform related duties as assigned by supervisor.

High School Diploma or equivalent required. 2–4years’ experience. Familiarity with lending‑related terminology and processes preferred.

Employment will be contingent on possession of a secure smartphone capable of installing required applications.

• Superior customer service and verbal/phone communication skills.
• Well‑rounded knowledge of mortgage and consumer finance.
• Intermediate knowledge of MSWord, MSExcel, Outlook, and MSAccess.
• Familiarity with ILS systems.
• Excellent work ethic, high productivity, and acute attention to detail.
• Short learning curve for assimilation of new skills and tasks.
• Follow‑up skills and a strong sense of accountability.
• Superior organizational skills.
• Ability to multi‑task and adapt quickly to changing assignments.

We are an equal opportunity employer and celebrate our employees’ differences. We welcome applicants of all backgrounds.