Handle written borrower disputes and Qualified Written Requests by researching loan records, identifying root causes, coordinating with business units, executing corrective actions, and composing formal factual responses within regulatory deadlines (RESPA, TILA, FCRA, CFPB). Maintain documentation, track deadlines, and ensure compliance while using Microsoft Office and relevant servicing software.
Come join our amazing team and work remote from home!
The Sr Dispute Correspondence Specialist is responsible for handling Qualified Written Requests and Written Credit Bureau Disputes. Review all written inquiries, disputes and complaints from borrowers or their authorized representatives, researching and resolving issues, and providing formal written responses within deadlines. Perform all duties in accordance with all company guidelines and applicable federal, state and local regulations, wherein the company operates. The target compensation range for this position is $26.00 to $29.00 per hour.
****THIS POSITION HAS A MINIMUM REQUIREMENT OF PROFESSIONAL WRITING EXPERIENCE IN A CORPORATE SETTING (NOT USING A TEMPLATE).
What you'll do:
- Review incoming written complaints from borrowers (or their authorized representatives) and perform factual analyses of loan information, transaction histories, and actions taken on the loans.
- Research issues to identify root causes and be able to execute a plan of action for resolution.
- Collaborate with other business units daily to assess appropriate resolution that may improve customer satisfaction.
- Ensures that the necessary actions/corrections are made to the accounts to resolve disputes, complaints and inquiries.
- Compose detailed factual narratives/responses to borrowers (or their authorized representatives), summarizing results of investigations, outcomes of actions taken, and final resolution.
- Compile all corresponding supporting documentation relevant to the investigation findings.
- Maintain detailed and comprehensive records for all complaints, including error findings that were identified during complaint investigation process, and document corrective actions taken.
- Manage and track deadlines to ensure compliance with CFPB guidelines of qualified written requests, notice of errors, and request for information.
- Must continuously learn and keep up to date with the Regulations related to the Real Estate Settlement Procedures Act (RESPA), Truth in Lending Act (TILA) the Fair Credit Reporting Act (FCRA), and the Consumer Financial Protection Bureau (CFPB).
- Ensure adhere to established department and company policies and procedures.
- Knowledge of Microsoft Office Suite required.
- Must be a team player with strong attention to detail and able to work independently.
- Knowledge of relevant industry-specific software packages preferred.
- Analytical, Detail oriented
- Ability to interact with senior management.
- Ability to make decisions that have significant impact on the department’s credibility, operations, and services.
- Ability to organize and prioritize own work schedule on short-term basis.
- Strong math skills, balance and check results for accuracy
- Ability to compose letters.
- Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
- Ability to understand opposing points of view on highly complex issues and to negotiate and integrate different viewpoints.
What you'll need:
- High school diploma required; bachelor's degree or equivalent work experience preferred.
- Three (3) years of related work experience in a legal, customer service environment, or residential mortgage services required.
Our Company:
Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonmortgage.com.
What We Offer:
- Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
- Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
- Customized training programs to help you advance your career.
- Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
- Educational Reimbursement.
- Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.
Notice to all applicants: Carrington does not do interviews or make offers via text or chat.
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