What You’ll Do:
Review incoming written complaints from borrowers (or their authorized representatives) and perform factual analyses of loan information, transaction histories, and actions taken on the loans.
• Research issues to identify root causes and be able to execute a plan of action for resolution.
• Collaborate with other business units daily to assess appropriate resolution that may improve customer satisfaction.
• Ensures that the necessary actions/corrections are made to the accounts to resolve disputes, complaints and inquiries.
• Compose detailed factual narratives/responses to borrowers (or their authorized representatives), summarizing results of investigations, outcomes of actions taken, and final resolution.
• Compile all corresponding supporting documentation relevant to the investigation findings.
What You’ll Need:
• Knowledge of Microsoft Office Suite required
• Must be a team player with strong attention to detail and able to work independently.
• Knowledge of relevant industry-specific software packages preferred
• Analytical, Detail oriented
• Ability to interact with senior management
• Ability to make decisions that have significant impact on the department’s credibility, operations, and services