Escalation Specialist

Duties and responsibilities

• Handle various Qualified Written Correspondence (QWR) and Requests for Information (RFI) related tasks assigned by department management
• Handle complex borrower issues by providing clear, concise, timely and professional written responses to borrower correspondence
• Research routine and escalated borrower correspondence
• Update escalation tracking site as applicable throughout the escalation process
• Perform administrative tasks required to track and deliver consumer complaint responses
• Build strong interpersonal relationships with Celink Team and clients to ensure accurate and timely completion of duties
• Monitor task pipeline to ensure regulatory and company requirements are met
• Work directly with clients to address consumer complaints, both verbally and in written correspondence, to improve service and decrease turn-times.
• Act as a resource for all employees in relation to the Complaints Department
• Review and decision potential fraud alerts
• Additional duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The Escalations Specialist must have the ability to concentrate on a detailed task over a period of time without being distracted.

Education

• High school diploma or GED

Experience/Training

• Demonstrated proficiency in business writing
• Prior investigative or research skills preferred
• Ability to identify and document when company standards, or any regulations, have not been followed.
• Knowledge of HUD and investor requirements regarding the servicing of HECM and proprietary reverse mortgage loans preferred
• Demonstrated working knowledge of various state or federal laws or regulations including (but not limited to): TILA, ECOA, Fair Housing Act, Fair Lending, FCRA/FACTA, Privacy, and UDAAP, with advanced knowledge of complaint requirements for Regulation X compliance preferred
• Consumer complaint, QWR or RFI experience and/or knowledge preferred

Professional Certification/License

• None

Skills and Abilities

• Excellent verbal and written communication skills
• Strong working knowledge of Microsoft Office
• Strong attention to detail
• Results oriented
• Superior time management and ability to prioritize key deliverables
• Collaboration

Working Conditions

Work is performed in a professional office environment with no unusual hazards. This role routinely uses standard office equipment.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to handle or feel; and reach with hands and arms.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.