Servicing Escalation Resolution Specialist-United Shore Financial Services

Pontiac, MI
November 17, 2024
Full Time
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Job Description

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Job Title: Servicing Escalation Resolution Specialist

Company: United Shore Financial Services

Location: Pontiac, MI

Pay:

AI Pay Analysis: To assess the competitiveness of the hourly rate for a “Servicing Escalation Resolution Specialist” in Pontiac, MI, it’s essential to compare it against industry standards and regional pay scales. Typically, roles in customer service escalation or resolution vary widely based on experience, company, and specific responsibilities, with hourly rates ranging from $18 to $30 in similar roles across the Midwest. In Pontiac, where cost of living is slightly below the national average, a competitive rate would be on the higher end of that spectrum. Therefore, if the offered rate falls within or above this range, it would be considered competitive; otherwise, it might be less attractive compared to other opportunities in the area.

Job description:

The Customer Care Servicing Liaison will play a critical role in identifying opportunities for communication and process enhancements within the Servicing Team and its associated vendors. This position involves tracking customer complaints and escalations, and developing actionable plans to optimize both processes and communications.

Key Responsibilities:

  • Develop and maintain a comprehensive complaint tracking system.
  • Liaise with vendors to ensure timely resolution of complaints.
  • Design and implement targeted calling campaigns and/or email communications.
  • Create and modify analytical reports to foster a proactive approach.
  • Collaborate with upstream teams to establish or refine operational processes.
  • Handle inbound and outbound client communications via phone.
  • Respond efficiently to client inquiries received via email.

Qualifications:

  • A minimum of 2 years of experience in mortgage servicing is required.
  • Comprehensive understanding of the mortgage process.
  • Strong knowledge of sub-servicing relationships.
  • Exceptional customer service and communication skills.
  • Proficient analytical abilities.
  • Competence in Microsoft Office Suite, particularly Word, Excel, and Outlook.
  • Skilled in creating pivot tables, charts, and graphs.
  • Demonstrated ability to multitask in a dynamic environment.
  • Positive demeanor with the ability to work independently.
  • High School Diploma is mandatory.
  • This role requires on-site presence.

Working Environment & Benefits:

Join a vibrant community of talented individuals working towards the goal of making home ownership a reality for more Americans. UWM’s campus provides an award-winning workplace enriched with numerous perks and amenities that foster a lively and engaged atmosphere. Our primary value, "People Are Our Greatest Asset," underscores our commitment to mutual respect among team members, clients, and the community.

We emphasize elite client service and continuous improvement as paths to achieving success both personally and professionally. From supportive team members who assist in your career development to an inclusive environment welcoming individuals of all backgrounds, you will find both encouragement and empowerment.

Additional Benefits Include:

  • Paid Time Off (PTO) available after just 30 days of employment.
  • Enhanced parental and maternity leave benefits after one year.
  • Adoption reimbursement program.
  • Paid volunteer time.
  • Comprehensive training and career development opportunities.
  • Medical, dental, vision, and life insurance coverage.
  • 401k plan with employer matching.
  • Mortgage discounts and exclusive local business discounts.
  • Complimentary access to our expansive, state-of-the-art fitness center with a variety of classes and sports leagues.
  • Wellness facilities including an on-site primary care physician, full-time massage therapist, and hair salon.
  • A gourmet cafeteria serving freshly prepared meals.
  • A convenience store offering healthy snacks.
  • On-site Starbucks and Dunkin’ locations.
  • An indoor/outdoor café with Wi-Fi access.

Disclaimer:

The above responsibilities are essential job functions subject to reasonable accommodation and modification. All listed job requirements reflect the minimum threshold of knowledge, skills, and abilities necessary to perform the job successfully. Team members may be asked to undertake additional or varied job-related responsibilities as directed by their team lead, within the bounds of reasonable accommodation. This document is not intended to create an employment contract, either explicit or implicit. Employment with UWM is considered "at-will." UWM is proud to be an Equal Opportunity Employer. By selecting “Apply for this job online,” you consent to UWM recording phone conversations for quality control purposes.

Job Posting Date: Sun, 17 Nov 2024 04:57:57 GMT

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