R-105858 Sr Research Specialist- Written Correspondence

PRIMARY OBJECTIVES

This role is responsible for reviewing and responding to all written correspondence, complaints, and qualified written requests from customers or their authorized representatives. Also responsible for researching and resolving issues cited by the customer or authorized representative and providing formal written responses within client and regulatory deadlines for all clients... The ideal candidate will have a good working knowledge of all aspects of insurance tracking operations and lender placed activity. The role will require continuous learning and keeping up to date with client requirements and the regulations related to the Real Estate Settlement Procedures Act ('RESPA), OCC, CFPB, etc. Duties include writing formal written responses to customers, making outbound calls, reviewing documents, utilizing electronic communication tools, data entry, working reports, participating in special projects, composing, and creating formal response letters.

MAJOR AREAS OF ACCOUNTABILITY
? Compose and create formal written letters to customers and authorized representatives based on the client?s preferred writing style, format, and method.
? Works 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 the customer.
? 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.
? Using 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 the correspondence, complaint, or qualified written request.
? Ensure the necessary actions/corrections are made to resolve the customer?s inquiry, dispute, or complaint.
? 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.
? Ability to support Team Lead and Unit Manager with workflow adjustments/assignments and data collection.

EXPERIENCE/SKILL/KNOWLEDGE REQUIREMENTS
? High school diploma or GED
? Minimum of 3-5 years experience in mortgage servicing, hazard insurance, or other related office setting
? 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 EXPERIENCE, SKILLS, AND KNOWLEDGE
? 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

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