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Verbal Complaint Specialist II (Onsite)
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Full-time
- Shellpoint Mortgage Servicing (SMS) is one of America’s top-five non-bank mortgage-servicing companies.
- The Verbal Complaint Specialist II is responsible for supporting the Performing Loan Servicing division and Executive Complaints by investigating and responding to consumer complaints that are received by the Inbound Customer Service Center, allowing other areas of the division to focus on “live” Customer Service efforts and call volume.
- Verbal Complaints may be related to issues with payments, Escrow (taxes and insurance), our Website, Late Charges, Collections, Credit Reporting, etc.
- The Verbal Complaint Specialist II will work with various department leaders within the Performing division, to investigate and get issues resolved for the consumer.
- The goal of the Verbal Complaint Specialist II is to prevent additional phone calls and additional complaints from the consumer, by providing them with a point of contact, reassurance, and continuous communication until a resolution is reached.
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