QA Customer Research​/Escalation Specialist

PRIMARY Responsibilities –

• Team player who enjoys a culture of working together to provide excellent customer service
• Fits the corporate culture of professionalism
• Assisting with Sharepoint tickets for customer service
• Assists with payoff demands
• Communicates with RM’s on client issues and helps to resolve escalations
• Assists in conducting research of complex system issues

• Familiarity with consumer regulations pertaining to Credit Bureau reporting, dispute resolution, Civil Service Members Relief Act, RESPA is required.
• Complies fully with all Bank Operational and Credit policies and procedures as well as all regulatory requirements (e.g., Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, Code of Conduct, etc.).

• 5 years of Mortgage Servicing experience working escalated accounts.
• Extensive knowledge of all mortgage servicing investor rules pertaining for disaster assistance for GSE, GOV, Private and Bank-owned portfolios
• Proven ability to effectively provide across enterprise, hands‑on support to the servicing operations areas during the mortgage servicing system conversion, maintaining production and quality
• Excellent written and verbal communications skills, organizational and time management skills, and the ability to interface confidently with investor/clients, auditors, and management

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life & Disability Insurances