Verbal Complaint Specialist

Job Overview

The Verbal Complaint Specialist I is responsible for supporting the Performing Loan Servicing division by investigating and responding to consumer complaints received by the Inbound Customer Service Center. Verbal complaints may be related to issues with payments, Escrow, website, late charges, collections, credit reporting, etc. This position is designed to resolve consumer complaints quickly before they become written or regulatory complaints, to reduce risk to the company and improve the customer experience.

• 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, including reading payment/transaction summaries, escrow analyses, insurance documents, loan origination documents, and credit reports.
• Follow up with other department leaders on tasks that their department must 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 acknowledging receipt of a complaint from an agency and making a final call to the consumer before the team submits a written response.
• 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.

• Superior customer service and verbal/phone communication skills.
• Well-rounded knowledge of mortgage and consumer finance a plus.
• Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access.
• Familiarity with ILS systems.
• Excellent work ethic, high productivity, and acute attention to detail.
• Ability to assimilate new skills and tasks with a short learning curve.
• Follow-up skills and a strong sense of accountability.
• Superior organizational skills.
• Ability to multi-task and quickly adapt to changing work assignments.

All employees must have smartphones that meet company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) retirement plan with employer match
• Paid maternity leave, parental bonding leave, and caregiver leave
• Adoption assistance
• Tuition and certification reimbursement
• Employee mortgage loan program
• Newrez employee emergency and disaster fund
• Newrez NOW corporate social responsibility program
• One company-paid volunteer time off day
• Matching gifts program - dollar-for-dollar up to $1,000
• Access to grants, nonprofit resources, and volunteer opportunities

We are proud to be an equal opportunity employer and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. Different makes us better.