Mortgage Servicing Resolution Specialist

Job Description

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.

• 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.

• Bachelor's degree, or equivalent work experience.
• Two to four years of experience in administrative support activities.

• 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.

• 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.

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

$20.00 - $24.38 per hour.