Executive Resolution Specialist na None

The Executive Resolution Specialist is an in-depth customer service-focused role to manage the customer’s experience through researching, resolving, and responding to customer escalations, primarily Level 2 or 3 complaints.

Responsibilities:

Borrower Experience

• Responsible to review and task correspondence addressed to Executives or Client’s executive team, correspondence received from a regulator or government agency (OCC/ CFPB/ BBB/ DFS/ DOB/ ATG)  Qualified Written Requests, Notice of Errors and Request for Information in accordance with all procedures and Consumer Financial Protection Bureau (CFPB) guidelines
• Acts as a Liaison to our Legal contacts to provide research needed to respond to Legal tasks
• Acts as research assistant to Specialists to help gather facts and supporting documentation to help facilitate complaint responses
• Responsible to process legal responses upon receipt
• Responsible for scanning, dating, tracking and tasking all department correspondence as received and uploading acknowledgment and extension letters to the scan folder
• Responsible to handle incoming calls through the Service Excellence Presidential phone lines
• Responsible to participate in ongoing training, i.e. regular refresher, cross functional sessions for continued learning and growth
• Responsible for interacting with customers, clients, regulatory agencies, attorneys, etc. to resolve customer/member issues
• Responsible for the daily closure of all approved complaint cases
• Prepares and finalizes all response folders in Salesforce and upload to Synergy
• Uploads appropriate documentation to regulatory agencies
• Responsible for the printing function of mailing complaint responses
• Responsible for uploading responses to the Mail Vendor for printing
• Works in conjunction with management for the quality review completion of the final mail product
• Participates in staff meetings
• Accountable for meeting quality expectations and performance
• Responsible for completing all required trainings for Compliance, Corporate, interdepartmental and developmental trainings as assigned/directed by their manager
• Responsible for other duties as assigned

Customer Interaction

• Reviews, researches and responds to all Level 2 complaints as defined by the approved Complaint Policy and within required due dates
• Rapidly assimilates a range of complex information and make decisions based on documented procedures to accurately respond to L2 complaints
• Accurately identifies root cause and follow through with resolution
• Responds in written or verbal communication to borrowers with accurate information
• Utilizes effective de-escalation skills to create exceptional borrower experiences
• Handles incoming escalation calls from Customer Service
• Partners with business partners throughout the organization to research and resolve complaints while adhering to  regulatory requirements and/or client SLAs based on documented procedures
• Participates in ongoing training, i.e. regular refresher, cross functional sessions for continued learning and growth
• Interacts with customers, clients, regulatory agencies, attorneys, etc. to resolve customer/member issues
• Effectively handles competing demands ensuring key priorities and deadlines are met through organization and time management
• Manages workload in conjunction with performance and quality metrics, utilizing resources and escalation processes
• Keeps abreast of new rules and regulations in conjunction with federal and state requirements      
• Delivers quality customer service experience focused satisfying the customer during the complaint resolution process
• Use an advanced systems to research and resolve inquiries while continuously providing first call resolution
• Explains mortgage servicing process information to borrowers
• Makes decisions to resolve customer issues
• Actively contribute to the overall productive and success of your team
• Takes ownership of the customer experience
• Responsible for other duties as assigned

Voice of the Borrower

• Responsible for managing the dedicated email box (Ally) for the Quality team
• Ensures all emails are responded to timely and accounts are consistently maintained
• Responds in written communication to clients, regulatory agencies and Client Relations Managers professionally, and with accurate information
• Updates Salesforce, reallocates complaint cases to applicable status, documents and details client rework requests
• Supports audit/client documentation retrieval and delivery requests
• Supports management in Client Review, ensures case closures are completed as applicable
• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• High school diploma or GED required
• Excellent written skills, ability to respond via letter, email to customers, regulatory agencies, attorneys, etc.  with well thought out, clear, concise and accurate information
• Excellent verbal skills
• Ability to multi-task and handle high work volumes in a fast paced environment
• Ability to meet deadlines and productivity goals a must
• Ability to adapt to changing environments, situations and job responsibilities
• Capacity to work in a team-orientated environment
• Excellent reading comprehension skills
• Excellent problem resolutions skills
• Excellent organizational skills
• Strong analytical skills
• Strong attention to detail
• Excellent Customer Service Skills
• Excellent follow up skills
• Basic Microsoft Office and Internet knowledge a must