Verbal Complaints Specialist II

Job Overview Position: Verbal Complaint Specialist II Department: Performing Loan Servicing Division: Executive Complaints Primary Function: Investigate and resolve consumer complaints received by the Inbound Customer Service Center to enable other teams to focus on live customer service. The role is designed to handle verbal complaints quickly, prevent escalation to written or regulatory complaints, and improve the overall customer experience. Principal Duties Assist with executive complaints from upper management. Assist with training new hires. Make outbound calls to consumers within 24 hours of receiving a verbal complaint to acknowledge the complaint and serve as the primary point of contact until resolution. Make outbound calls every 3 days to provide status updates or an ETA until a resolution is reached. Research the consumer’s loan to determine the problem and next steps toward resolution, utilizing payment/transaction summaries, escrow analyses, insurance documents, loan origination documents, credit reports, and tax lines. Follow up with other department leaders on tasks needed to complete resolution (e.g., payment posted, escrow analysis completed, insurance or taxes paid, late notation removed from credit report). Make outbound calls to consumers when a resolution is reached to confirm satisfaction. Assist the Regulatory Complaint team by acknowledging receipt of consumer complaints from agencies and making a final call to the consumer before the written response is submitted. Update and maintain the database for verbal complaints, recording details of complaints and resolutions for tracking and reporting. Assist with inbound Customer Service calls when needed. Perform related duties as assigned by supervisor. Education and Experience Requirements High School Diploma or equivalent required. 2-4 years of relevant experience. Familiarity with lending‑related terminology and processes preferred. Knowledge, Skills, and Abilities Superior customer service and verbal/phone communication skills required. Well‑rounded knowledge of mortgage and consumer finance a plus. Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access required. Familiarity with ILS systems required. Excellent work ethic, high productivity, and acute attention to detail required. Ability to assimilate new skills quickly. Follow‑up skills and strong sense of accountability required. Superior organizational skills required. Ability to multi‑task and adapt quickly to changing work assignments. Benefits Medical, dental, and vision insurance. Health Savings Account with employer contribution. 401(k) retirement plan with employer match. Paid maternity leave, parental bonding leave, and caregiver leave. Adoption assistance. Tuition and certification reimbursement. Employee mortgage loan program. Newrez Employee Emergency and Disaster Fund. Equal Employment Opportunity We’re proud to be an equal‑opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. Different makes us better. #J-18808-Ljbffr Newrez