Specialist Selene Finance
Role Overview
The Correspondence Drafter I is responsible for researching customer inquiries and verbal inquiry tasks, collaborating with internal business partners, and drafting accurate, professional, and customer-focused written responses.
This role gathers and analyzes information from multiple sources to ensure responses are complete, compliant, and delivered within established service levels.
The Correspondence Drafter I serves as a key liaison between departments and supports customer communications across a variety of servicing-related topics.
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Full Job Posting
Key Responsibilities:
- · Research customer inquiries by reviewing account information, servicing system data, payment histories, escrow disbursements, ARM adjustments, loan balances, correspondence, and supporting documentation.
- · Review payment histories and credit reports to determine whether corrections or fee waivers are appropriate.
- · Collaborate with servicing departments, including Customer Service, Escrow, Cash Processing, Default, Loss Mitigation, Bankruptcy, Foreclosure, and other business units to gather information and resolve customer concerns.
- · Draft clear, accurate, and professional written correspondence in response to customer inquiries, verbal inquiry tasks, and VOM requests.
- · Translate complex servicing information into customer-friendly language.
- · Ensure correspondence is consistent with company policies, investor requirements, and applicable regulatory guidelines.
- · Collaborate with Correspondence Writers to review research findings, clarify account details, and ensure drafted responses are accurate, complete, and aligned with customer communication standards.
- · Document research findings, actions taken, and response details within designated systems.
- · Manage a pipeline of assigned work and meet established turnaround times and service level expectations.
- · Identify recurring customer concerns, process gaps, or trends and escalate findings to leadership when appropriate.
Qualifications:
- · Strong written communication and business writing skills.
- · Excellent research, analytical, and problem-solving abilities.
- · Strong attention to detail and commitment to accuracy.
- · Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Ability to work independently and collaboratively across departments.
- Strong organizational and time management skills.
- Customer-focused mindset with sound judgment and professionalism.
- Knowledge of mortgage servicing and servicing terminology is required.
- MSP/Black Knight servicing system experience is preferred.
- Proficiency with Microsoft Work, Outlook, and Excel.
Preferred Qualifications
- MSP/Black Knight servicing system experience is preferred.
About Pretium Partners
Private U.S. alternative investment manager serving investors through residential real estate, credit, and specialized investment strategies.
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