At Mr. Cooper Group, You Make the Dream Possible.

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.

Join us and make the dream of home ownership possible!

Through the use of written correspondence, this role provides resolution to most complex customer issues and/or concerns that the requesting business unit was unable to resolve. While working within established guidelines, the associate must use sound judgment to recommend a solution that is practical and beneficial to the customer and organization.

Responsibilities

• Prepares correspondence to address and resolve complex and/or escalated customer questions, concerns and complaints for forward/conventional Mortgages.
• Resolves internal/external questions pertaining to customer accounts.
• Escalates issues as needed based on established guidelines.
• Remains courteous, friendly, concerned, and knowledgeable while providing a detailed explanation of resolution taken.
• Provides written correspondence with organized thoughts, proper sentence construction, punctuation and grammar.
• Establishes effective professional rapport with both internal & external customers.

Skills:

• Effective written and verbal communications skills with an attention to detail.
• Strong relationship management skills.
• Ability to multi-task, prioritize, investigate and problem solve with a sense of urgency.
• Excellent collaboration skills, self-motivated and willing to take initiative.
• Real passion for enhancing the customer experience, process improvement and teamwork.
• Strong analytical, organizational, and critical thinking skills.
• Open to feedback and flexible with change.

Job Competencies:

• Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position preferred. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
• At least 1 year of mortgage experience and writing background required.
• Excellent written communication skills.
• Familiarity with MS Office, with particular emphasis on MS Word
• Ability to deal with complaints and conflict resolutions in a professional and decisive manner
• Written correspondence experience and previous complaint/research resolution experience preferred.

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