Description

Reviews, analyzes, and responds to all client/homeowner correspondence, web inquiries, client tasks, and calls. Reports to Supervisor.

Essential Functions and Duties:

•Analyze, research, and resolve complex client/customer issues as received from account managers or through written correspondence, emails, website inquiries, telephone calls, and tasks; provide timely and accurate responses to clients/customers as appropriate and in compliance with regulatory guidelines.

•Research, open items and resolve high-priority issues, navigating and escalating the issue through the appropriate departments and response teams.

•Document the servicing system by using the tasking application and following organizational guidelines for system documentation.

•Provide written confirmation and documentation of completed research and outcomes and respond to borrower complaint correspondence per regulatory guidelines.

•Monitor governmental agency ...