Servicing Escalation Resolution Specialist - United Wholesale Mortgage

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The Customer Care Servicing Liaison will be responsible for identifying communication and process improvement opportunities and implementing them within the Servicing Team and its vendors. The Liaison will track complaints and escalations and develop plans to improve processes and communications.

WHAT YOU WILL BE DOING:

• Developing and maintaining complaint tracking
• Following up with our vendors to ensure complaints are addressed timely
• Designing potential calling campaigns and/or email blasts
• Create and/or modify reports that allow us to be more proactive
• Work with up-stream teams to create and/or update processes
• Accepting inbound calls and making outbound calls to clients
• Responding to emails from clients

WHAT WE NEED FROM YOU:

• 2+ years previous experience in mortgage servicing required
• Strong understanding of the entire mortgage process
• Strong understanding of sub-servicing relationships
• Excellent customer service and communication skills
• Analytical skills
• Proficient in MS Office; Word, Excel and Outlook
• Proficient in pivot tables, charts and graphs
• Ability to multi task in a fast pace environment
• Positive attitude
• Ability to work independently
• High School Diploma
• This role requires on-site attendance

THE PLACE & THE PERKS:

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

 

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

 

From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

 

More reasons you’ll love working here include:

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon 
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor café with Wi-Fi

DISCLAIMER:All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting “Apply for this job online” you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.