Mortgage Servicing Complaint Resolution Specialist

3 weeks ago


Travelers Rest, South Carolina, United States Shellpoint Mortgage Servicing Full time
Job Title: Verbal Complaint Specialist II

At Shellpoint Mortgage Servicing, we are seeking a highly skilled Verbal Complaint Specialist II to join our team. As a key member of our Performing Loan Servicing division, you will be responsible for investigating and resolving consumer complaints in a timely and professional manner.

Key Responsibilities:
  • Investigate and resolve consumer complaints related to mortgage servicing, including payments, escrow, and collections.
  • Make outbound calls to consumers to acknowledge complaints and provide a point of contact until resolution.
  • Research consumer loans to determine problems and next steps toward resolution.
  • Collaborate with department leaders to ensure timely resolution of complaints.
  • Update and maintain databases for tracking and reporting purposes.
Requirements:
  • High School Diploma required.
  • Superior customer service and verbal/phone communication skills.
  • Well-rounded knowledge of mortgage and consumer finance.
  • Intermediate knowledge of MS Word, Excel, Outlook, and Access.
  • Familiarity with ILS systems.
What We Offer:
  • 15 Paid Time Off (PTO) days and 18 after 1st anniversary.
  • 9 Paid Holidays.
  • Employee Engagement Activities.
  • Company Benefits: Medical, Dental, RX, Vision, Life, Disability Insurance, 401(k) Plan with company match, Employee Assistance Plan.
  • Performance-based Incentives.
  • Pet Insurance.
  • Advancement Opportunities.
Equal Employment Opportunity:

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.



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