Description: Responsibilities:
Properly manages all escalated customer inquiries, complaints, and compliments in relation to the loan origination process.
Reviews, Investigates and responds to Alleged UDAAP and Fait and Responsible lending complaints, including but not limited to Appraisal/Appraiser bias complaints.
Ensures the appropriate follow up and resolution from the loan originations team and provides proper and timely communication and follow up to the customer.
Escalates issues as required focusing on customer retention and customer service.
Screen inquiring consumers for LDLG qualifications, prior to directing them to Sales leadership to ensure a positive and seamless experience for our returning customers.
Works with IT to identify system improvements and repeatable issues.
Documents customer technology issues in the ticketing system (ServiceNow).
Documents customer issues in the Customer Care complaint management system (Microsoft Dynamics 365).
Requirements:
Minimum of (2) years mortgage originations, customer service/call center experience preferred
Demonstrates excellence in internal/external customer service.
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