JOB SUMMARY:
The Mortgage Customer Resolution Specialist oversees and directly supports the Customer Complaint Resolution Program as part of the Compliance and Legal Department.
Work Setting - Role is located at Pulte Mortgage Office - Centennial, CO . Must be able to work a Hybrid setting - office/home.
PRIMARY RESPONSIBILITIES:
PRIMARY RESPONSIBILITIES:
- Oversee customer complaint program in adherence to the Compliance Management System of governance.
- Work independently to ensure customer complaint program policies, procedures and SLAs are met.
- Conduct loan level reviews of each customer complaint by performing thorough investigation and evaluations.
- Actively listen to customers to identify and understand their concerns.
- Responsible for effectively communicating with customers verbally and in writing.
- Correspond with customers and regulators utilizing executive level writing skills.
- Develop and produce reports for management and regulatory examinations, as required.
- Conduct program level root cause analysis, research issues, identify trends, draw conclusions, and make recommendations.
- Monitor policies and procedures for enhancements and process improvements.
- Develop and provide employee training including analyzing real world examples.
- Conduct special research projects as assigned by VP, Compliance or SVP, Compliance.
- Operate as a back-up in other team members’ absence.
REQUIRED EDUCTION:
- Minimum High School diploma or equivalent. College Degree preferred.
REQUIRED EXPERIENCE:
- Related Functional Experience: Minimum of 3 years with an emphasis on loan origination and/or processing
- Mortgage lending or compliance experience: 3 years required.
- Excellent written and verbal customer service and communication skills.
- Problem solving skills.
- Advanced in Excel, Word, Power Point and strong aptitude for proprietary or customized systems.
- Ability to comprehend technical/regulatory documentation.
- Initiative to meet and/or exceed job standards and willingness to take on other tasks as needed.
- Organized, detail oriented, flexible with strong time management skills and the ability to multi-task.
- Self-motivated
Salary Range: $ 35.58 - $ 41.35 hourly depending upon experience.
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PulteGroup, including affiliates, does not accept unsolicited assistance from search firms. If any search firm nevertheless submits an unsolicited resume to any employee at PulteGroup, including affiliates, via -email, the Internet or in any form and/or method without a valid written Statement of Work (must be a current SOW signed by Director, Talent Acquisition) in place for this position from PulteGroup, including affiliates HR/Recruitment, it will be deemed the
sole
property of PulteGroup. No fee will be paid in the event the candidate is hired by PulteGroup, including affiliates, as a result of the referral or through other means.
We are an
equal opportunity employer
and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.
All employees must be committed to fair and nondiscriminatory lending, in conformity with the Equal Credit Opportunity and Fair Housing acts, and to compliance with all applicable laws, regulations and company policies. Employees must act responsibly in their efforts to provide financial services to Pulte customers and to provide support to Pulte's core purposes.
All offers of employment are contingent upon clear results of a comprehensive pre-hire background check including credit, criminal, education and employment.
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