Analyze, research, and resolve complex client/customer issues as received from account managers or through written correspondence, emails, website inquiries, telephone calls, and tasks; provide timely and accurate responses to clients/customers as appropriate and in compliance with regulatory guidelines.
Research, open items and resolve high-priority issues, navigating and escalating the issue through the appropriate departments and response teams.
Document the servicing system by using the tasking application and following organizational guidelines for system documentation.
Provide written confirmation and documentation of completed research and outcomes and respond to borrower complaint correspondence per regulatory guidelines.
Monitor governmental agency websites for borrower complaints to analyze, research, and resolve issues.
Train new team members.
Actively participate in identifying process improvement opportunities within the department.
Proactively alert management when established KPI minimums are not being met.
Comply with the Code of Conduct and successfully complete the annual regulatory training requirements.
Additional duties as assigned.

High School diploma or equivalent.
3+ years’ Mortgage Banking or related industry experience, particularly in customer service or research capacity.
Proficient skills in typing, spelling, grammar, sentence structure, and proofreading.
Solid PC skills: Proficient with Microsoft applications and loan servicing platforms.
Strong analytical and problem-solving skills and attention to detail/accuracy.
Ability to handle complex, multiple tasks simultaneously in a fast-paced, high-volume environment.
Effective verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences, including the ability to explain complex issues and resolutions clearly and concisely.
Outstanding customer service skills, including conflict resolution management.

Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
401 (K) Plan with company match
Paid Vacation, Sick, Personal and Holidays

Client Analyst II

Key skills