Borrower Resolution Specialist

Role Overview:

• Handle borrower complaints received through regulatory agencies and executive channels.
• Conduct detailed research and proactive outreach to resolve complex issues.

Key Responsibilities:

• Analyze loan documentation and payment histories to understand concerns.
• Use de-escalation techniques to manage sensitive interactions and restore trust.
• Ensure all resolutions comply with federal, state, and investor guidelines.

Qualifications:

• High School diploma required; 3-5 years mortgage servicing experience.
• Expert knowledge of customer service principles and mortgage products.
• Proficiency in ICE products (MSP, LoanSphere) and Microsoft Office.

Total Rewards:

• Health & welfare coverage including medical, dental, and vision.
• Time off: paid holidays, vacation, and sick leave.
• Retirement: 401(k) matching and employee stock purchase plans.