Escalated Communications Specialist

  • Full Time


The primary responsibility of this position is to investigate, analyze, report and coordinate the resolution of all escalated consumer complaints. In this role, Escalated Communications Specialist will research issues, complaints, and information requests regarding the servicing of mortgage loans; provide root cause analysis and coordinate the corrective actions of customer complaints. Responsibilities include, but are not limited to, responding to complex questions and concerns, assisting consumers to better understand the mortgage servicing process, and providing feedback to our business units on the improvements needed to address customer complaints.

Specialist will provide independent, objective assurance and consulting services designed to add value and improve operations. Assisting with Internal Audit and Quality Control, the team works with our mortgage servicing business in areas such as operations, servicing, default, loan administration, and loan boarding.


  • Responds to questions and concerns from various agencies or the consumer within a timely manner as required by industry regulation regarding any asserted issues, complaints, errors, or information requests.
  • Performs root cause analysis and conducts investigations to assess problem and addresses root cause assessment.
  • Partners with cross-functional teams to drive timely resolution of complaints and solve problems.
  • May interface directly with consumer or consumer representatives to resolve complaints.
  • Applies systematic problem-solving methodologies in identifying, prioritizing, communicating and resolving complaints.
  • Reviews and analyzes consumer complaint information for trending/risk analysis and corrective action and resultant effectiveness of action.
  • Receives direction or guidance from Corporate Counsel and other management personnel on complex.
  • Creating findings/issues log, updating for identified findings/issues and documenting in reports and work papers that articulate the risks and root causes as well as overall risk story clearly and concisely.
  • Updates Policy and Procedures, guidelines/documentation as necessary to comply with changes in company, federal and state policies, procedures, regulations or statutes.
  • Identifying deficiencies


To perform the job successfully, an individual should demonstrate the following competencies:

  • Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
  • Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Project Management – Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time; Manages project activities as assigned.
  • Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
  • Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Team Work – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed; Recognizes accomplishments of other team members.
  • Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Strategic Thinking – Develops strategies to achieve organizational goals; Understands organization’s strengths & weaknesses; Identifies external threats and opportunities; Adapts strategy to changing conditions.
  • Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or
    method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
  • Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Initiative – Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
  • Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
  • Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
  • Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.


Education: Associate’s degree (A. A.) or equivalent; 2 years related experience and/or training; or equivalent combination of education and experience.

Training Requirements (licenses, programs, or certificates): Colorado license to practice law helpful.

Experience: Experience with consumer complaints and review of process documentation. Requires knowledge of RESPA, CFPB, FDPCA, local, state and federal regulations and requirements. Familiarity with mortgage lending and servicing operations.

Other Knowledge, Skills and Abilities:

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • A minimum of 2 year’s of experience in the mortgage servicing industry or other financial services industry.
  • Ability to effectively use analysis, evaluation, inference and deductive reasoning to perform root cause analysis and resolve concerns in a timely manner
  • Customer-focused with a service mentality; ability to maintain composure and positive attitude when dealing with upset consumer issues
  • Proficient in both written and verbal communications; ability to communicate with customers, understand their language and verbalize it back to the proper business unit in a language that will resolve the issue and lead to improvements
  • Superior interpersonal skills; ability to develop strong working relationships with key business partners, and cross- functional teams
  • Strong project management skills; self-motivated with ability to work independently, as well as collaborate with other staff from different departments
  • PC skills: Microsoft Office applications (Word, Excel, PowerPoint, Outlooks); and other applicable applications
  • Working knowledge of various computer programs, including Excel, Word, PowerPoint, and Outlook
  • Knowledge & understanding of agency (FNMA, FHLMC, VA, FHA, etc.) and investor guidelines, policies, procedures, regulations.
  • Self-motivated and driven to ensure accuracy and audit thoroughness. Detail oriented with strong analytical and organizational skills.
  • Ability to work as a team player and to multi-task effectively.
  • Demonstrated ability to learn and understand various application systems as required.

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • The noise level in the work environment is usually moderate.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • The employee must occasionally lift and/or move up to 20 pounds.
  • While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell.
  • The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

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