Come join our amazing team and work in our Westfield, IN location, or remote from home in Eastern Time Zone!Responsible for handling Qualified Written Requests and Written Credit Bureau Disputes. Review all written inquiries, disputes and complaints from borrowers or their authorized representatives, researching and resolving issues, and providing formal written responses within deadlines. Perform all duties in accordance with all company guidelines and applicable federal, state and local regulations, wherein the company operates. The target compensation range for this position is $25.00 to $27.00 per hour.What you'll do:
Review incoming written complaints from borrowers (or their authorized representatives) and perform factual analyses of loan information, transaction histories, and actions taken on the loans.
Research issues to identify root causes and be able to execute a plan of action for resolution.
Collaborate with other business units daily to assess appropriate resolution that may improve customer satisfaction.
Ensures that the necessary actions/corrections are made to the accounts to resolve disputes, complaints and inquiries.
Compose detailed factual narratives/responses to borrowers (or their authorized representatives), summarizing results of investigations, outcomes of actions taken, and final resolution.
Compile all corresponding supporting documentation relevant to the investigation findings.
Maintain detailed and comprehensive records for all complaints, including error findings that were identified during complaint investigation process, and document corrective actions taken.
Manage and track deadlines to ensure compliance with CFPB guidelines of qualified written requests, notice of errors, and request for information.
Must continuously learn and keep up to date with the Regulations related to the Real Estate Settlement Procedures Act (RESPA), Truth in Lending Act (TILA) the Fair Credit Reporting Act (FCRA), and the Consumer Financial Protection Bureau (CFPB).
Ensure adhere to established department and company policies and procedures.
Performs other duties and works on other projects as assigned.
What you'll need:
Knowledge of Microsoft Office Suite required.
Must be a team player with strong attention to detail and able to work independently.
Knowledge of relevant industry-specific software packages preferred.
Analytical, Detail oriented
Ability to interact with senior management.
Ability to make decisions that have significant impact on the department’s credibility, operations, and services.
Ability to organize and prioritize own work schedule on short-term basis.
Strong math skills, balance and check results for accuracy
Ability to compose letters.
Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
Ability to understand opposing points of view on highly complex issues and to negotiate and integrate different viewpoints.
High school diploma required; bachelor's degree or equivalent work experience preferred.
Three (3) years of related work experience in a legal, customer service environment, or residential mortgage services required.
Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.