At Mr. Cooper Group, You Make the Dream Possible.
Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.
Join us and make the dream of home ownership possible!
Through the use of written correspondence, this role provides resolution to customer issues and/or concerns of moderate complexity that the requesting business unit was unable to resolve. While working within established guidelines, this role must use sound judgment to recommend a solution that is practical and beneficial to the customer and the organization.
Roles & Responsibilities:
- Prepares correspondence to address and resolve complex and/or escalated customer questions, concerns and complaints for forward/conventional Mortgages. May also require addressing reverse mortgages.
- Resolves internal/external questions pertaining to customer accounts.
- Escalates issues as needed based on established guidelines.
- Remains courteous, friendly, concerned, and knowledgeable while providing a detailed explanation of resolution taken.
- Provides written correspondence with organized thoughts, proper sentence construction, punctuation and grammar.
- Establishes effective professional rapport with both internal & external customers.
Core Requirements:
- Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position preferred. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
- At least 2 years of mortgage experience required
- Excellent written communication skills.
- Familiarity with MS Office, with particular emphasis on MS Word
- Ability to deal with complaints and conflict resolutions in a professional and decisive manner
- Written correspondence experience and previous complaint/research resolution experience preferred.
Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V
Job Requisition ID:
023692
Job Category:
Customer Relations
Primary Location City:
Remote
Primary Location Region:
Texas
Primary Location Postal Code:
75019
Primary Location Country:
United States of America
Additional Posting Location(s):
Home - Arizona
Pay Range: $47,000.00 - $56,000.00
Top Skills
What We Do
With nearly 4 million customers, we are a proud leader in the home loan servicing industry. But are we content? No way. Every day we challenge convention and reimagine the home loan experience for the better. It’s what makes us who we are.
We’re Challengers of Convention
Challenging the status quo is in our DNA. We’re ditching the old ways and reimagining what homeownership should look like in the era of smart phones, Mars missions, and avocado toast.
We’re Champions for Our Customers
Giving homeowners the best experience possible is the reason we come to work. We believe in honesty, simplicity, and always having our customer’s back.
We’re Cheerleaders for Our Team
Transforming an industry takes a world-class team. Ours is over 9,000 Coopers strong. Creating a place where they love to work isn’t just an HR goal — it’s part of Mr. Cooper's mission.
We’re here to keep the dream of homeownership alive. That means throwing out the old ways and revolutionizing the way people sell, buy and own their homes using the latest technology and good old fashioned customer service.
At Mr. Cooper Mortgage we see a world where homeownership is less worrisome and more rewarding, where having a mortgage is no longer a burden but an opportunity, where homeowners feel 100% in control of their finances and future.
Is Mr. Cooper Mortgage your kind of place? If so, we can't wait to hear from you.
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