Customer Advocacy Research Specialist
Selene Finance LP
full-time
Posted on:
Location Type: Remote
Location: Oklahoma • Texas • United States
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About the role
- Conduct detailed case investigations for escalated, executive, or regulatory complaints involving Cash, Escrow, or Default Servicing.
- Review servicing system data, payment history, call logs, correspondence, and documents to determine facts and identify servicing errors on highly escalated and presidential complaints.
- Perform independent research as well as work with other departments and teams to identify the issues root cause and resolution.
- Act as a liaison between the Call Center, Correspondence Team and the servicing departments in order to expedite resolutions for our customers.
- Draft professional, accurate, and compliant written responses for executive offices, the CFPB, state regulators, attorneys, and internal stakeholders.
- Document findings and resolutions clearly in complaint tracking systems; tag and analyze root cause trends.
- Recommend process improvements or policy updates based on recurring complaint themes or operational gaps.
- Process tasks in association with Escrow, Cash Processing, and Default Servicing processes.
- Provide information on all available assistance programs to borrowers experiencing financial hardships.
- Participate in quality assurance reviews and supports internal or external audit complaint handling and response accuracy.
Requirements
- Excellent attention to detail.
- Ability to multi-task and consistently meet multiple deadlines.
- Strong verbal and written communication skills.
- Ability to work in a team environment.
- Strong customer-service orientation.
- Ability to use good judgment.
- Ability to deescalate emotional customers.
- High school diploma or general education degree (GED) required.
- Associate's degree (A. A.) from two-year College is preferred.
- Two to four years' related experience and/or training required.
- Mortgage experience with knowledge of Black Knight products and the various areas of Call Center, Escrow, Cash Processing, and Default (e.g. Bankruptcy, Foreclosure, REO, etc.) is preferred.
- Bi-lingual language is a plus.
- Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook).
- Previous experience with MSP, Black Knight/LPS and Sagent preferred.
Benefits
- Paid Time Off (PTO)
- Medical, Dental & Vision
- Employee Assistance Program
- Flexible Spending Account
- Health Savings Account
- Paid Holidays
- Company paid Life Insurance
- Matching 401(k) Plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
case investigationsservicing system data analysiscomplaint tracking systemsprocess improvementsEscrow processingCash ProcessingDefault Servicingquality assurance reviewsroot cause analysiscustomer assistance programs
Soft skills
attention to detailmulti-taskingverbal communicationwritten communicationteamworkcustomer service orientationjudgmentde-escalationproblem-solvingprofessionalism
Certifications
high school diplomageneral education degree (GED)Associate's degree (A. A.)