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Shelter Lending Services LLC is seeking a Verbal Complaints Specialist III to support their Compliance Division by managing and resolving verbal consumer complaints related to mortgage servicing. The ideal candidate will possess over five years of mortgage experience and strong customer service skills, along with a deep understanding of consumer financial protection laws.
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Job Summary
The Verbal Complaint Specialist III supports the Compliance Division by investigating time-sensitive mortgage servicing situations and mitigating risk for homeowners.
This role requires making outbound calls to acknowledge complaints within 24 hours and coordinating with department leaders to reach resolutions.
Newrez offers a comprehensive benefits package including medical insurance, 401(k) matching, paid parental leave, and volunteer time off.
Matching Summary
Match Score: 75
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Shelter Lending Services LLC is seeking a Verbal Complaints Specialist III to support their Compliance Division by managing and resolving verbal consumer complaints related to mortgage servicing. The ideal candidate will possess over five years of mortgage experience and strong customer service skills, along with a deep understanding of consumer financial protection laws.
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Skills & Requirements
Must-have
5+ years of mortgage experience
Knowledge of CFPB laws
Loss mitigation and foreclosure expertise
Outbound call resolution within 24 hours
Reviewing team responses for accuracy
Nice-to-have
Superior empathy and customer service skills
Ability to work under strict deadlines
Strong problem-solving mindset
Experience with MSP or Finastra systems
Key Requirements
High School Diploma required
5+ years of Mortgage Experience
Familiarity with MSP or Finastra Servicing Director