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Who we are
Shellpoint Mortgage Servicing (SMS) is one of America’s top-five non-bank mortgage-servicing companies. What is mortgage servicing?
Our clients are businesses that own mortgage loans (such as banks and real estate investment firms). On their behalf, we manage (or service ) their loan portfolios, which means that we collect homeowners’ mortgage payments, pay their tax and insurance bills, and help homeowners in default to get current.
Primary Function
The Verbal Complaint Specialist III is responsible for supporting the Compliance Division by investigating and responding to these time sensitive mortgage servicing situations.
Verbal consumer complaints may be received by the Loss Mitigation, Customer Service, Loan Servicing, or any other Servicing Departments.
Verbal Complaints may be related to issues regarding SPOC availability, loss mitigation status updates, prior servicer loss mitigation efforts, fee disputes, payment disputes, loss mitigation denials etc.
all aspects of Loss Mitigation Servicing) and Foreclosure processes. This position is designed to support the sensitive nature of the escalations, as well as to provide training and mentoring to subordinate team members.
The Verbal Complaint Specialist III must drive timely resolution for the homeowner to mitigate risk and exposure where possible, and to improve the overall customer experience.
The Verbal Complaint Specialist III works with various department leaders to investigate and resolve issues for the consumer.
They are also responsible for the outreach efforts and further communication to consumers, after the complaint is received.
They are required to research and write a response detailing the results of the research and resolution (if applicable) to the consumer’s concerns.
They provide this additional support to subordinate team members.
Additional responsibilities are reviewing other Verbal Complaint Specialist teammates’ verbal responses. This position requires superior customer service skills including empathy, the ability to work under strict deadlines, and to conduct tasks with all levels of the organization.
The Verbal Complaint Specialist III must demonstrate consistent accuracy, attention to detail, strong verbal, and written communication skills.
The ideal candidate is someone who takes pride in problem solving and customer satisfaction.
Principal Duties
This requires experience with reading and understanding payment / transaction summaries, escrow analyses, insurance documents, loan origination documents, tax lines, loss mitigation documents, foreclosure documents and other mortgage servicing processes.
Education and Experience Requirements
Knowledge, Skill, and Ability Requirements
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While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies / states that these are the only job responsibilities.
Management reserves the right to modify, add or remove duties and request other duties, as necessary.
Company Perks :
Company Benefits :
Newrez NOW :
Last updated : 2024-05-13
Full Time
Lending & Credit
$42k-53k (estimate)
05/14/2024
06/21/2024
newrez.com
AUBURN, AL
200 - 500
2008
Private
JEFF FAIR
$50M - $200M
Lending & Credit
The job skills required for Complaint specialist include Customer Service, Problem Solving, Written Communication, Organizational Skills, Attention to Detail, Work Ethic, etc. Having related job skills and expertise will give you an advantage when applying to be a Complaint specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Complaint specialist. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Complaint specialist positions, which can be used as a reference in future career path planning. As a Complaint specialist, it can be promoted into senior positions as a Customer Service Representative IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Complaint specialist. You can explore the career advancement for a Complaint specialist below and select your interested title to get hiring information.