Customer Correspondence Ambassador

| Dallas-Fort Worth, TX | Hybrid
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Overview
Responsibilities may include researching written inquiries, requests for information, disputes, servicing transfer for acquired and transferred mortgages, and general complaints received from customers.
Job Description

  • Research and resolve written and verbal inquiries, requests for information, disputes, and general complaints received from customers in accordance with established policies and regulatory requirements. With a focus on customer experience, reputational and regulatory risk
  • Work with internal departments, vendors, and designated counterparts as needed to assist with resolving customer inquiries
  • Confirm system-generated acknowledgment/extension and resolution letters are mailed in accordance with RESPA time frames
  • Ensure all Federal and State requirements are adhered to: including CFPB/RESPA
  • Write response letters to customers in a professional and courteous manner, including providing copies of requested documents
  • Performs consistency checks to identify data, supporting documentation needed from customers and third parties
  • Meet productivity and quality standards
  • Identify process breakdowns and provide process improvement suggestions
  • Performs other related duties as required and assigned
  • Photocopy, type, file, send faxes, and other clerical duties as assigned
  • Demonstrates behaviors which are aligned with the organization's desired culture and values

Ideal Candidate will have the following:

  • Strong customer service background
  • Thorough knowledge of RESPA as it pertains to qualified written requests
  • Ability to handle multiple tasks and deadlines with attention to detail
  • Proficient in Excel and general strong computer skills
  • Excellent communication skills with the ability to interact with most levels of employees and management. Speaks and writes clearly and correctly
  • Competent at working in partnership with team members to deliver expected results
  • Prioritizes and plans work activities, uses time efficiently and develops realistic action plans
  • Resolves problems in a timely manner; able to gather information and identify problems

Years of Experience:
1Education:
High School Diploma/GED

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