What You'll Do:

Review incoming written complaints from borrowers (or their authorized representatives) and perform factual analyses of loan information, transaction histories, and actions taken on the loans.

• Research issues to identify root causes and be able to execute a plan of action for resolution.
• Collaborate with other business units daily to assess appropriate resolution that may improve customer satisfaction.
• Ensures that the necessary actions/corrections are made to the accounts to resolve disputes, complaints and inquiries.
• Compose detailed factual narratives/responses to borrowers (or their authorized representatives), summarizing results of investigations, outcomes of actions taken, and final resolution.
• Compile all corresponding supporting documentation relevant to the investigation findings.
• Maintain detailed and comprehensive records for all complaints, including error findings that were identified during complaint investigation process, and document corrective actions taken.
• Manage and track deadlines to ensure compliance with CFPB guidelines of qualified written requests, notice of errors, and request for information.
• Must continuously learn and keep up to date with the Regulations related to the Real Estate Settlement Procedures Act (RESPA), Truth in Lending Act (TILA) the Fair Credit Reporting Act (FCRA), and the Consumer Financial Protection Bureau (CFPB).
• Ensure adhere to established department and company policies and procedures.
• Performs other duties and works on other projects as assigned.

What You'll Need:

• Knowledge of Microsoft Office Suite required
• Must be a team player with strong attention to detail and able to work independently.
• Knowledge of relevant industry-specific software packages preferred
• Analytical, Detail oriented
• Ability to interact with senior management
• Ability to make decisions that have significant impact on the department’s credibility, operations, and services
• Ability to organize and prioritize own work schedule on short-term basis
• Strong math skills, balance and check results for accuracy
• Ability to compose letters
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly
• Ability to understand opposing points of view on highly complex issues and to negotiate and integrate different viewpoints
JOB DESCRIPTION
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are
not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.

EDUCATION, EXPERIENCE AND/OR LICENSES:

• High school diploma required; bachelor’s degree or equivalent work experience preferred
• Three (3) years of related work experience in a legal, customer service environment, or residential mortgage servicing required.

https://oag.ca.gov/privacy/ccpa

We are an Equal Opportunity Employer 

 

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.

 

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