Primary Function

The Verbal Complaint Specialist I is responsible for supporting the Performing Loan Servicing division by investigating and responding to consumer complaints that are received by the Inbound Customer Service Center, allowing other areas of the division to focus on “live” Customer Service efforts and call volume. Verbal Complaints may be related to issues with payments, Escrow (taxes and insurance), our Website, Late Charges, Collections, Credit Reporting, etc. (all aspects of Performing Loan Servicing). This position is designed to resolve consumer complaints quickly before they escalate to a written or Regulatory complaint, to prevent more risk and exposure to the company, and improve the overall customer experience.

The Verbal Complaint Specialist I will work with various department leaders within the Performing division, to investigate and get issues resolved for the consumer. They will also be responsible for the outreach and further communication t...