Mortgage Servicing Resolution Specialist

Mortgage Servicing Resolution Specialist

At U.S. Bank, we're on a journey to do our best. Helping customers and businesses make better and smarter financial decisions enables the communities we support to grow and succeed. We believe each person has unique potential, and a career with U.S. Bank provides a wide range of opportunities to discover what makes you thrive.

The Mortgage Servicing Resolution Specialist is responsible for researching and resolving customer disputes and complaints through detailed case management and investigation. This role analyzes information from multiple bank systems, policies, and business partners to develop accurate, timely resolutions while meeting regulatory requirements and service level expectations.

The ideal candidate is highly analytical, detail-oriented, and skilled at conducting thorough research in a fast-paced environment. Success in this role requires strong problem-solving skills, accountability, and the ability to navigate multiple systems to identify and resolve complex issues.

• Research and resolve customer disputes, complaints, and servicing-related inquiries within established service level agreements.
• Review account information across multiple banking platforms to investigate issues and determine appropriate resolutions.
• Analyze customer concerns, supporting documentation, transaction history, and internal records to identify root causes.
• Collaborate with subject matter experts and business partners across the organization to gather information needed for case resolution.
• Interpret and apply bank policies, procedures, and regulatory requirements when evaluating customer concerns.
• Monitor and manage case pipelines to ensure timely completion of all assigned work.
• Maintain accurate documentation of investigative findings, actions taken, and final resolutions.
• Meet established quality, production, and compliance standards.
• Support risk mitigation efforts by ensuring accurate reporting and complaint resolution practices.

Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Two to four years of experience in administrative support activities Preferred Skills/Experience

• Experience with mortgage servicing operations.
• Banking operations experience with knowledge of internal processes and workflows.
• Experience using systems such as ALS, Hogan, Lease Master, Debt Manager, or similar banking platforms.
• Familiarity with dispute resolution, complaint management, credit reporting, or regulatory servicing requirements.
• Experience training, coaching, or sharing knowledge with peers.
• Demonstrated ability to build partnerships across multiple business lines.
• Strong analytical, investigative, and problem-solving skills.
• Experience researching and resolving complex customer issues.
• Ability to work independently while managing multiple priorities and deadlines.
• Proficiency using multiple systems and applications simultaneously.

This role requires working from a U.S. Bank location three (3) or more days per week.

If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $20.00 - $24.38