Sr Research Specialist - Written Correspondence - Mortgage Servicing and Insurance Tracking Operations

Join a Team That's Making a Tangible Difference

We're seeking a highly skilled and experienced Sr Research Specialist - Written Correspondence to join our dynamic team in a remote work environment. As a key member of our organization, you will play a critical role in reviewing and responding to written correspondence, complaints, and qualified written requests from customers or their authorized representatives. If you have a strong passion for delivering exceptional customer service, excellent research skills, and superior written and verbal communication skills, we encourage you to apply for this exciting opportunity.

About Our Company and Industry

Our company is a leading provider of mortgage servicing and insurance tracking operations, committed to delivering high-quality services to our clients and customers. We operate in a fast-paced and highly regulated environment, requiring a team of skilled professionals who can navigate complex issues and provide timely resolutions. Our team is dedicated to making a tangible difference in the lives of our customers, and we're looking for individuals who share our values and commitment to excellence.

Job Summary

As a Sr Research Specialist - Written Correspondence, you will be responsible for reviewing and responding to written correspondence, complaints, and qualified written requests from customers or their authorized representatives. You will research and resolve issues cited by customers or authorized representatives and provide formal written responses within client and regulatory deadlines. This role requires a strong understanding of insurance tracking operations, lender-placed activity, and relevant regulations, including RESPA, OCC, and CFPB.

Key Responsibilities

• Compose and create formal written letters to customers and authorized representatives based on client-preferred writing style, format, and method.
• Work semi-independently within SmartFlow/SSP work queues to identify written correspondence, complaints, and qualified written requests per client and regulatory requirements.
• Perform basic data entry functions, such as policy updates or manual cancellations, within the client system of record (i.e., SSP, Black Knight, AgilSource).
• Review and resolve external loan-level research and exception items through outbound calls to carriers/agents, fax, emails, tasks, correspondence, reports, and/or special projects.
• Make outbound calls to discuss resolution and confirm satisfaction with customers.
• Ensure all items are processed in a timely manner to meet or exceed client requirements and regulatory deadlines.
• Review, understand, and follow current procedures, as well as make recommendations for process improvements, clarifications, and additions as needed or identified.
• Utilize digital technology, such as email, carrier websites, and approved applications (i.e., Grammarly), to complete day-to-day responsibilities.
• Update and maintain complaint tracking database and client tracking for written requests with details of correspondence, complaints, or qualified written requests.
• Ensure necessary actions/corrections are made to resolve customer inquiries, disputes, or complaints.
• Identify opportunities in loan-level processing and the correct method to remediate issues identified during loan-level processing, including completing corporate advance requests and root cause activities, when applicable.
• Provide training and mentoring for Correspondence Processing Specialists and Written Correspondence Specialists.
• Review and provide responses to client, regulatory, internal/external audits related to the correspondence process for management review.
• Support Team Lead and Unit Manager with workflow adjustments/assignments and data collection.

Essential Qualifications

• High school diploma or GED required.
• Minimum of 3-5 years of experience in mortgage servicing, hazard insurance, or other related office settings.
• Excellent understanding of the insurance servicing industry.
• Excellent research skills required.
• Superior written and verbal communication skills.
• Excellent follow-up skills.
• Superior organizational skills.
• Ability to multi-task and quickly adapt to changing work assignments.
• Intermediate skills in Microsoft Office applications.
• Intermediate customer service or call handling soft skills.
• Intermediate skills in analyzing/interpreting data, documentation received, and consumer requests.
• Ability to accept constant feedback on items processed in a highly scrutinized process with heavy oversight.
• Ability to tell a story using written words and appropriate business writing skills.

Preferred Qualifications

• Ability to perform root cause analysis and corporate advance requests with minimal support.
• Ability to perform well in a fast-paced/high-stress environment.
• Ability to work well in a team environment and as an individual contributor.
• Ability to learn new skills, tasks, and clients quickly.

Career Growth Opportunities and Learning Benefits

We offer a dynamic and supportive work environment that encourages professional growth and development. As a Sr Research Specialist - Written Correspondence, you will have opportunities to:

• Develop your skills and expertise in mortgage servicing and insurance tracking operations.
• Take on additional responsibilities and contribute to special projects.
• Collaborate with a team of experienced professionals who share your passion for delivering exceptional customer service.
• Participate in training and mentoring programs to enhance your skills and knowledge.

Work Environment and Company Culture

We offer a remote work environment that provides flexibility and work-life balance. Our company culture is built on values of:

• Customer-centricity: We prioritize delivering exceptional customer service and ensuring customer satisfaction.
• Integrity: We operate with transparency, honesty, and ethics in all our interactions.
• Teamwork: We collaborate and support each other to achieve common goals.
• Innovation: We encourage creativity, innovation, and continuous improvement.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package that includes:

• Competitive salary.
• Comprehensive benefits package, including medical, dental, and vision coverage.
• Retirement savings plan.
• Paid time off and holidays.
• Opportunities for professional growth and development.

Conclusion

If you're a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Sr Research Specialist - Written Correspondence, you will play a critical role in delivering exceptional customer service and ensuring customer satisfaction. We look forward to hearing from you and discussing how you can join our team and contribute to our success story.

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