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MB PHL Sr Specialist I - Complaints Management June 10, 2016

Job Description

This position is responsible for resolving escalated customer issues and answering inquiries that are received from internal partners (Help Line, Executive Office) and customers, in a timely, efficient, accurate and professional manner. Issues received can include prime and nonprime mortgage loans, home equity loans and lines of credits.  This job also includes receiving and placing calls to customers, which may vary on the product being supported.  MSP, VLS, Fortracs, WebER, CCW, Lenderlive, Early Resolution (ER) and Default Workflow (DW) are the primary systems used to research and resolve issues.


Investigate, resolve and respond to Internal and External Customer complaints and inquiries received via phone, correspondence (mail or email) or Customer Care Workbench routes.  The steps to resolution are dependent on the type of complaint which include late charge or fee disputes, payment arrangement disputes, deferment or extension disputes, reinstatement or property disputes.  The business has become responsible for handling and resolving complaints for multiple Lines of Businesses, including: Default, Foreclosure Alternatives, REO, Property Preservation, Bankruptcy, Recovery, Foreclosure, and Third Party Vendors.




?         High School Diploma required or Equivalent

?         Minimum of 2 years experience in a mortgage-servicing environment preferred

?         Proficient in the use of MB applications including Customer Care Workbench, RE, VLS, MSP, WebER, Info Source, Lender Live or other imaging systems, Fortracs, IVault, Fidelity (Director),  and Microsoft Office suite are preferred. 

?         Computer proficiency in navigating multiple systems and screens.

?         Strong written and verbal communication skills 

?         Detail-orientation

?         Analytical and Problem Solving skills

?         Ability to follow procedures


Must follow IJP process which includes...
All application requirements (including updated resume) should be posted, submitted and completed in the JobConnect tool

Must meet minimum IJP Requirements
At least 12 months in current job and process
Latest Performance Management Central (PMC) rating of at least Meets Expectations
Not within the prescriptive period for attendance and/or  behavioral- related corrective action (written warning and above).
Not  in any Performance Improvement Plan (PIP) at the time of application and prior movement to the role

Minimum skills and qualifications should be met as stated in the job posting

  • Agent has in depth knowledge about Mortgage and Collections both Voice and non-voice function.
  • Some college; a degree is preferred but not mandatory
  • Strong analytical skills and critical thinking to be used in financial counseling, evaluation and interpretation of complex information. Demonstrated strong organization and attention to detail skills
  • Good oral and written communication and problem solving skills
  • Ability to work independently with little supervision and within a team to accomplish goals and objectives
  • Ability to learn rules, regulations, laws and methods of collection and due diligence
  • Resilient and able to adapt to changes
  • Strong computer navigation skills
  • Must be able to multi-task and work in a fast paced environment

Req #: 160026183
Location: Taguig City, 00 PH
Job Category: Collections
Employment Type: Full Time
Potential Referral Amount: Philippine Peso (PHP)

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