Mortgage Servicing Borrower Resolution Specialist

Mortgage Solutions of Colorado, LLC d/b/a Mortgage Solutions Financial (“MSF”) offers a comprehensive benefit package and PTO (paid time off) for eligible employees. The benefit package includes Health, Dental and Vision Insurance, options to participate in a Health Savings Account, Flexible Spending Account, Health Reimbursement Arrangement, Life and AD&D coverage, voluntary Supplemental Life, voluntary Short-Term, Long-Term Disability and Supplemental insurance. In addition, eligible employees have the option to participate in a company retirement plan.

About MSF

MSF is a national mortgage lender based in Colorado Springs. MSF strongly believes every client should be served with integrity, dignity, and respect. Without compromise, MSF is committed to providing loans that are in the best interest of our clients, not our bottom line. We will continue to educate the community by empowering our clients to make responsible and informed fiscal decisions that result in greater financial peace of mind.

Role Overview

The Borrower Resolution Specialist in the mortgage industry is responsible for managing and resolving complex issues and concerns raised by borrowers during the mortgage lifecycle. This role involves investigating and addressing borrower complaints, providing solutions, and ensuring a positive experience for customers facing challenges.

Essential Duties: In addition to related job duties as assigned, this position will:

Issue Investigation:

• Investigate and analyze borrower inquiries, concerns, and complaints related to mortgage applications, payments, account discrepancies, and other issues.
• Collaborate with relevant departments to gather information and insights for resolution.

Resolution Planning:

• Develop effective strategies for resolving borrower issues, considering compliance with mortgage regulations, company policies, and industry best practices.
• Provide guidance on potential solutions to borrowers and internal teams.

Customer Interaction:

• Engage with borrowers professionally and empathetically, ensuring a positive customer experience.
• Communicate resolutions clearly and transparently, managing expectations throughout the process.

Documentation:

• Maintain thorough and accurate records of borrower interactions, investigations, and resolutions.
• Document any actions taken to address borrower concerns.

Communication with Stakeholders:

• Collaborate with internal departments, including customer service, underwriting, and loan servicing, to facilitate timely issue resolution.
• Communicate effectively with borrowers, keeping them informed of the progress and outcomes.

Continuous Improvement:

• Provide feedback to management on common borrower issues and recommend process improvements to prevent similar concerns in the future.
• Contribute to the development of best practices for borrower issue resolution.

Qualifications, Experience & Knowledge

• Bachelor's degree in business, finance, or a related field preferred.
• Previous experience in mortgage customer service, loan servicing, or a related role.
• In-depth knowledge of mortgage products, processes, and regulations.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Empathy and patience when dealing with borrower concerns.
• Detail-oriented with effective organizational skills.

Physical Requirements

• Stationary position; prolonged periods at a desk and working on the computer.
• Occasional movement about inside the office to walk to offices and office machinery.
• Occasional lifting up to 10 pounds, must be able to push, pull, pull up, bend at the knees and waist, twist body at the waist, raise and hold arms overhead, turn head-neck-shoulders as needed, grasp and hold tools and other items with hands, for either extended periods of time or many times throughout the workday.

Please note this employer participates in E-Verify

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Mortgage: 1 year (Preferred)
• Mortgage servicing: 3 years (Preferred)

Ability to Commute:

• Colorado Springs, CO 80920 (Required)

Work Location: In person