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MB Escalation Research Specialist

Job Description

The Escalations and Support Services group is a specialty team within Servicing Administration that handles a variety of loan related issues.  As a specialist in Escalation and Support Services you will respond to customer complaints, requests for information, and employee feedback submissions, resolve complex issues, and provide support to the Mortgage Banking Leadership team.  To meet those demands, you will focus on understanding the firm's service policies, systems, and legal compliance regulations as well as our products and services. You will be required to interact with Mortgage Banking Leadership and provide professional interactions. 
Primary Job Duties:
  • Resolve complex customer issues
  • Review and respond to employee feedback submissions
  • Execute customer transactions
  • Manage CCW routes and pipeline
  • Correspond with customers via phone and in writing
  • Interact with Mortgage Banking leadership to resolve customer issues and respond to feedback submission
  • Departmental Reporting
  • Train new team members
  • Respond to and  root cause customer complaints
  • Participate in UAT, system development and other system activities and initiatives.  



  • One year or more of customer service experience in Customer Care or Banker Services
  • Ability to answer inquiries, provide information, consult with customers and manage difficult customer issues. 
  • Knowledge of banking / loan servicing systems required (CA, CCW, MSP, VLS).  
  • Strong professional communication skills, both written and oral.   
  • Ability to multitask: type while listening, view multiple screens and systems, keep up to date with new procedures.
  • Must be willing and have the ability to work in a fast-paced environment.
  • Strong PC navigation skills.
  • Strong client focus mind-set with proficiency in consulting/advising clients, answering inquiries and providing information, and managing difficult situations with customers. 
  • Ability to apply effective listening skills.
  • Strong problem solving and decision making skills.
  • Ability to build and maintain partnering relationships with partners across mortgage servicing and other lines of business.
  • Demonstrated focus on ownership, follow-up, and relationship management.
  • Attention to detail.
  • Organizational skills.
  • Knowledge of general office processes.
  • Experience in working with all levels of management.
  • Administration skills, punctuality and reasonability.
  • Proven ability to work with minimal supervision.
Req #: 160034162
Location: Columbus, OH US
Job Category: Customer Service
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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