Customer Advocate II

Dispute Resolution Specialist

Help customers find clarity. Solve meaningful problems. Make a real impact.

As a Dispute Resolution Specialist, you'll be the go?to expert for investigating and resolving customer and authorized third?party concerns. Your work ensures accuracy, compliance, and trust -- and you'll collaborate across multiple departments to deliver clear, thoughtful, and timely resolutions. If you enjoy digging into details, communicating with precision, and bringing order to complex situations, this role offers a chance to shine.

What You'll Do

• Ensure all dispute activity aligns with RESPA, Regulation Z, FCRA, GLBA, and internal business guidelines.
• Manage your workload effectively to meet varying turnaround requirements.
• Review, analyze, and categorize customer and authorized third?party disputes.
• Conduct thorough research and partner with internal teams to gather and validate information.
• Identify and request necessary account corrections based on your findings.
• Work closely with business units to ensure corrections are completed accurately.
• Draft clear, professional, and well?structured written responses that address all concerns.
• Communicate with customers, third parties, and internal partners in a timely and professional manner.
• Support additional tasks and projects as needed.

What You Bring

• High school diploma or GED required.
• Strong written and verbal communication skills.
• Excellent organization, time management, and interpersonal abilities.
• Proven success working in fast?paced, high?volume environments.
• Ability to work independently with strong research and decision?making skills.
• Solid customer service background.
• Understanding of the mortgage industry, including relevant laws and regulations.
• Ability to manage multiple priorities in a deadline?driven setting.

Preferred Qualifications

• Associate degree or equivalent experience.