Mortgage Servicing Resolution Specialist

U.S. Bank

Mortgage Servicing Resolution Specialist handling customer disputes and complaints for U.S. Bank.

Posted 7/15/2026full-timeOwensboro • Kentucky, Wisconsin • 🇺🇸 United StatesJuniorMid-Level💰 $20 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer dispute resolution and complaint management within banking operations, utilizing strong analytical and problem-solving skills to ensure compliance with regulatory requirements and internal policies.

Highest-signal resume keywords

Bachelor's DegreeMortgage Servicing OperationsDispute ResolutionAnalytical SkillsBanking Operations Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Investigative SkillsProblem-Solving SkillsResearch SkillsDocumentation ManagementCase Management

Soft Skills

CollaborationCoachingPartnership BuildingIndependenceTime Management

Tools & Technologies

ALSHoganLeaseMasterDebt Manager

Industry Keywords

Customer ServiceRegulatory RequirementsQuality StandardsCompliance StandardsRisk Mitigation

About the role

Key responsibilities & impact

Research and resolve customer disputes, complaints, and servicing-related inquiries within established service level agreements
Review account information across multiple banking platforms to investigate issues and determine appropriate resolutions
Analyze customer concerns, supporting documentation, transaction history, and internal records to identify root causes
Collaborate with subject matter experts and business partners across the organization to gather information needed for case resolution
Interpret and apply bank policies, procedures, and regulatory requirements when evaluating customer concerns
Monitor and manage case pipelines to ensure timely completion of all assigned work
Maintain accurate documentation of investigative findings, actions taken, and final resolutions
Meet established quality, production, and compliance standards
Support risk mitigation efforts by ensuring accurate reporting and complaint resolution practices

Requirements

What you’ll need

Bachelor's degree, or equivalent work experience
Two to four years of experience in administrative support activities
Experience with mortgage servicing operations
Banking operations experience with knowledge of internal processes and workflows
Experience using systems such as ALS, Hogan, LeaseMaster, Debt Manager, or similar banking platforms
Familiarity with dispute resolution, complaint management, credit reporting, or regulatory servicing requirements
Experience training, coaching, or sharing knowledge with peers
Demonstrated ability to build partnerships across multiple business lines
Strong analytical, investigative, and problem-solving skills
Experience researching and resolving complex customer issues
Ability to work independently while managing multiple priorities and deadlines
Proficiency using multiple systems and applications simultaneously

Benefits

Comp & perks

Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law