[Hiring] Sr Dispute Correspondence Specialist @Carrington Mortgage

Role Description

The Sr Dispute Correspondence Specialist is responsible for handling Qualified Written Requests and Written Credit Bureau Disputes. This role involves:

• Reviewing incoming written complaints from borrowers (or their authorized representatives) and performing factual analyses of loan information, transaction histories, and actions taken on the loans.
• Researching issues to identify root causes and executing a plan of action for resolution.
• Collaborating with other business units daily to assess appropriate resolution that may improve customer satisfaction.
• Ensuring that the necessary actions/corrections are made to the accounts to resolve disputes, complaints, and inquiries.
• Composing detailed factual narratives/responses to borrowers (or their authorized representatives), summarizing results of investigations, outcomes of actions taken, and final resolution.
• Compiling all corresponding supporting documentation relevant to the investigation findings.
• Maintaining detailed and comprehensive records for all complaints, including error findings identified during the complaint investigation process, and documenting corrective actions taken.
• Managing and tracking deadlines to ensure compliance with CFPB guidelines of qualified written requests, notice of errors, and request for information.
• Continuously learning and keeping 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).
• Ensuring adherence to established department and company policies and procedures.

Qualifications

• 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.
• Knowledge of Microsoft Office Suite required.
• Knowledge of relevant industry-specific software packages preferred.
• Analytical and 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 a 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.

Requirements

• Minimum requirement of professional writing experience in a corporate setting (not using a template).

Benefits

• Comprehensive healthcare plans for you and your family, plus a discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
• Educational Reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.