The Verbal Complaint Specialist II is responsible for investigating and resolving consumer complaints quickly to prevent escalation to written or regulatory issues
Job Summary
The Verbal Complaint Specialist II is responsible for investigating and resolving consumer complaints quickly to prevent escalation to written or regulatory issues.
Employees must make outbound calls to acknowledge complaints within 24 hours and provide status updates every 3 days until resolution.
The company offers a comprehensive benefits package including medical, dental, vision, 401(k) matching, and paid volunteer time off.
Matching Summary
Match Score: 75
The Verbal Complaint Specialist II is responsible for investigating and resolving consumer complaints quickly to prevent escalation to written or regulatory issues.
Skills & Requirements
Must-have
2-4 years of experience required
Superior verbal communication skills
Outbound call resolution within 24 hours
Knowledge of mortgage terminology
Database maintenance and tracking
Nice-to-have
Experience with ILS systems
Training new hires capability
Assisting executive complaints
Strong problem-solving attitude
Ability to multi-task effectively
Key Requirements
High School Diploma or equivalent
2-4 years of relevant experience
Intermediate knowledge of MS Office suite
Familiarity with lending-related processes preferred