DESCRIPTION

We are seeking a dedicated and detail-oriented Mortgage Default Complaints Specialist to join our Default Complaints team. This role is responsible for managing and resolving escalated mortgage complaints from borrowers, regulatory agencies, and internal stakeholders. The ideal candidate demonstrates strong problem-solving abilities, excellent communication skills, and a deep understanding of mortgage default processes, with a passion for delivering exceptional service and driving continuous improvement.

QUALIFICATIONS:

• Minimum 3 years of experience in mortgage servicing, preferably in loss mitigation, default servicing, or customer advocacy roles.
• Demonstrated experience handling escalated borrower complaints or regulatory responses.
• Strong ability to identify complaint trends, assess risk exposure, and recommend process improvements.
• Excellent verbal and written communication skills, with the ability to explain complex issues to borrowers clearly and professionally, and communicate outcomes or the need for additional information effectively.
• Strong attention to detail and organizational skills with the ability to manage multiple cases and deadlines.
• Proficiency in mortgage servicing platforms (e.g., MSP/Black Knight, Salesforce, or other complaint tracking systems) preferred.
• High school diploma or equivalent required; college degree preferred.

• Investigate, research, and resolve escalated borrower complaints related to default servicing areas such as loss mitigation, foreclosure, and collections.
• Collaborate across departments (Loss Mitigation, Collections, Foreclosure, Bankruptcy, and Legal, etc.) to collect case details and ensure timely, accurate resolutions.
• Serve as a direct point of contact for borrowers, clearly communicating complaint outcomes, gathering additional information when necessary, and guiding them through the resolution process with empathy and professionalism.
• Analyze complaint data to identify trends, risks, root causes, and opportunities for process improvement; escalate findings to leadership as appropriate.
• Strong communication skills to provide responses reflecting the outcome of the investigation and resolution to the requestor(borrower, authorized 3rd party, internal partners, etc.)
• Ensure thorough and accurate documentation of all complaint handling activities within internal systems.
• Support audit and regulatory requests by providing complete and accurate complaint files and summaries.
• Maintain up-to-date knowledge of mortgage servicing regulations, investor guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA), and consumer protection laws (e.g., RESPA, CFPB).