Sr Research Specialist- Written Correspondence

PRIMARY OBJECTIVES

This role is responsible for reviewing and responding to all written correspondence, complaints, and qualified written requests from customers or their authorized representatives. Also responsible for researching and resolving issues cited by the customer or authorized representative and providing formal written responses within client and regulatory deadlines for all clients. The ideal candidate will have a good working knowledge of all aspects of insurance tracking operations and lender placed activity. The role will require continuous learning and keeping up to date with client requirements and the regulations related to the Real Estate Settlement Procedures Act ("RESPA), OCC, CFPB, etc. Duties include writing formal written responses to customers, making outbound calls, reviewing documents, utilizing electronic communication tools, data entry, working reports, participating in special projects, composing, and creating formal response letters.

MAJOR AREAS OF ACCOUNTABILITY

• Compose and create formal written letters to customers and authorized representatives based on the client's preferred writing style, format, and method.
• Works semi-independently within SmartFlow/SSP work queues to identify written correspondence, complaints, and qualified written requests per client and regulatory requirements.
• Perform basic data entry functions such as policy updates or manual cancellations within the client system of record (i.e., SSP, Black Knight, AgilSource)
• Review and resolve external loan level research and exception items through outbound calls to carriers/agents, fax, emails, tasks, correspondence, reports, and/or special projects.
• Make outbound calls to discuss resolution and confirm satisfaction with the customer.
• Ensure all items are processed in a timely manner to meet or exceed client requirements and regulatory deadlines.
• Review, understand, and follow current procedures, as well as make recommendations for process improvements, clarifications, and additions as needed or identified.
• Using digital technology such as email, carrier websites, and approved applications (i.e., Grammarly) to complete day-to-day responsibilities.
• Update and maintain complaint tracking database and client tracking for written requests with details of the correspondence, complaint, or qualified written request.
• Ensure the necessary actions/corrections are made to resolve the customer's inquiry, dispute, or complaint.
• Identify opportunities in loan-level processing and the correct method to remediate issues identified during loan-level processing, including completing corporate advance requests and root cause activities, when applicable
• Provide training and mentoring for Correspondence Processing Specialists and Written Correspondence Specialists
• Review and provide responses to client, regulatory, internal/external audits related to the correspondence process for management review.
• Ability to support Team Lead and Unit Manager with workflow adjustments/assignments and data collection.

EXPERIENCE/SKILL/KNOWLEDGE REQUIREMENTS

• High school diploma or GED
• Minimum of 3-5 years experience in mortgage servicing, hazard insurance, or other related office setting
• Excellent understanding of the insurance servicing industry
• Excellent research skills required.
• Superior written and verbal communication skills
• Excellent follow-up skills
• Superior organizational skills
• Ability to multi-task and quickly adapt to changing work assignments.
• Intermediate skills in Microsoft Office applications
• Intermediate customer service or call handling soft skills.
• Intermediate skills in analyzing/interpreting data, documentation received, and consumer requests.
• Ability to accept constant feedback on items processed in a highly scrutinized process with heavy oversight.
• Ability to tell a story using written words and appropriate business writing skills.

PREFERRED EXPERIENCE, SKILLS, AND KNOWLEDGE

• Ability to perform root cause analysis and corporate advance requests with minimal support.
• Ability to perform well in a fast-paced/high-stress environment.
• Ability to work well in a team environment and as an individual contributor.
•  Ability to learn new skills, tasks, and clients quickly.

Pay Range:

$18.23 - $29.17

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we'll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What's the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America's Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world's leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.