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Default Escalations Specialist
Summary
Title:Default Escalations Specialist
ID:1865
Department:Default Escalations
Location:Greenville, SC
Description

Summary:

The Default Escalations Specialist is responsible for supporting the Loss Mitigation division by investigating and responding to consumer complaints that are received by the Inbound Loss Mitigation Specialist while allowing other areas of the division to focus on “live” loss mitigation efforts and call volume. Verbal and written complaints may be related to issues with 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). This position is designed to resolve consumer complaints quickly before they escalate to a higher level such written or Regulatory complaint as well as to prevent more risk and exposure to the company by improving the overall customer experience. The Default Escalation Specialist will work with various department leaders to investigate and get issues resolved for the consumer. They will also be responsible for the outreach efforts and further communication to consumers after the complaint is received. They will be required to acknowledge the complaint, provide follow ups or status updates when needed, and eventually provide confirmation of final resolution for the consumer either via phone or written correspondence. The goal of the Default Escalation Specialist is to prevent additional complaints from the consumer, by providing them with a point of contact, reassurance, and continuous communication until a resolution is reached. This position will require excellent customer service, verbal and written communication skills. The ideal candidate is someone who takes pride in problem solving, customer satisfaction and has a sense of urgency to resolve the consumer’s concern.

 

 

Responsibilities:

  • Make outbound calls to consumers within 24 hours of receiving a verbal complaint, to acknowledge the complaint and provide a point of contact until resolution.

  • Make outbound calls to consumers every 3 days to provide status updates on their complaint, or an ETA, until a resolution is reached (when applicable).

  • Research the consumer’s loan to determine the problem and next steps toward resolution. This will require some experience with reading and understanding payment/transaction summaries, escrow analyses, insurance documents, loan origination documents, tax lines, loss mitigation documents and processes.

  • Follow up with other department leaders on tasks that their department needs to complete before a resolution can be reached for the consumer (having the assigned SPOC contact the borrower, having a fee analysis completed, etc.).

  • Ensuring resolution is reached within required regulatory and department timeframes.

  • Updating and maintaining the database for complaints, with details of the complaints and resolutions, for tracking and reporting purposes.

 

Qualifications/Skills:

  • Superior Customer Service, verbal/phone and written communication skills is a must

  • Well-rounded knowledge of Mortgage, Consumer finance and loss mitigation a plus

  • Intermediate knowledge of MS Word, MS Excel, Outlook and MS Access needed

  • Familiarity with ILS and BlackKnight systems needed

  • Excellent work ethic, high productivity, and acute attention to detail needed

  • Must possess a short learning curve related to assimilation of new skills and tasks

  • Follow up skills and a strong sense of accountability are a must

  • Superior organizational skills needed

  • Ability to multi-task as well as quickly adapt to changing work assignments
     

 

Educational Requirements:

  • High School Diploma required.

     

This opening is closed and is no longer accepting applications
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