Verbal Complaints Specialist III

Verbal Complaint Specialist III

Support the Compliance Division by investigating and responding to time‑sensitive mortgage servicing complaints received from various departments. Deliver timely resolution to homeowners, provide training to teammates, and maintain accurate records in the complaint database.

• Make outbound calls to homeowners within 24 hours of receiving a verbal complaint to acknowledge the complaint and provide a point of contact until resolution.
• Research the homeowner’s loan to determine the entire situation, confirm whether any additional Compliance or Legal teams should be involved, and determine next steps toward resolution.
• Follow up with other department leaders on tasks that their department needs to complete before a resolution can be reached for the homeowner.
• Make outbound calls to homeowners when a resolution is reached to discuss the resolution and confirm understanding.
• Update and maintain the database for verbal complaints, with details of the complaints and resolutions, for tracking and reporting purposes.
• Review written and verbal escalation responses from other writers and verbal specialists to ensure accuracy of information and clarity of communication.
• Perform related duties as assigned by supervisor.

• High School Diploma required.
• 5+ years of mortgage experience.
• Well‑rounded knowledge of Consumer Financial Protection Laws and mortgage servicing specific regulations and requirements.
• Mortgage, consumer finance, loss mitigation, or foreclosure experience required.

• Superior customer service skills, including empathy and the ability to work under strict deadlines.
• Strong verbal, phone, and written communication skills.
• Intermediate knowledge of MS Word, MS Excel, and MS Outlook.
• Familiarity with mortgage servicing systems (e.g., MSP or Finastra Servicing Director).
• Excellent work ethic, high productivity, and acute attention to detail.
• Strong follow‑up skills and an intense sense of accountability.
• Superior organizational skills.
• Consistent demonstration of meeting and exceeding departmental goals.
• Ability to multi‑task and adapt quickly to changing work assignments.

• All employees must have a smartphone that meets company security standards with the ability to install apps such as Microsoft Authenticator.
• Employment is contingent on meeting 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
• Employee emergency and disaster fund
• Corporate social responsibility program with volunteer time off and matching gifts
• Employee resource groups

We’re 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.