Sr. Complaint Resolution Specialist - Mortgage
Role Overview
The Senior Complaints Resolution Specialist (Mortgage) is responsible for investigating, providing compliance guidance, and managing the response and resolution to mortgage origination and servicing complaints.
We are looking for an employee who thrives in a fast-paced environment, who can manage deadlines well, and who has the ability to work efficiently to ensure that customers receive a prompt and transparent response to their concerns (customer service excellence) while also analyzing and resolving compliance risk.
This position resides within our Fair & Responsible Banking Department, which has oversight of our Complaint Management Program.
Full Job Posting
Qualifications
- 4+ years working in one or more roles that provide a well-rounded background in all aspects of mortgage origination (sales, processing, underwriting, closing, etc.).
- Familiar with mortgage products and their differing requirements (FHA, VA, Conventional, Construction to Permanent, etc.), as well as experience reviewing mortgage disclosures and other loan file documentation to assess compliance risk.
- Excellent knowledge of consumer protection regulations that apply to mortgage lending.
- Exceptional writing, problem solving and analytical skills. Ability to thrive in unfamiliar situations, adapt to change and produce quality work on deadline
- Bachelor’s degree is preferred.
Benefits
- Medical Insurance • Dental • Vision • Life insurance • Accidental death and dismemberment • Short-term and long-term Disability Insurance • Parental Leave • Employee Assistance Program (EAP) • Traditional and Roth 401(k) with company match • Flexible Spending Account (FSA) • Employee Stock Purchase Plan at 5% discount • Critical Illness Insurance • Accident Insurance • Transportation and Commuting Benefits • Banking Benefits • Pet Insurance
- Compensation
- The estimated salary range for this role is $71,000-$92,000, along with eligibility to earn an annual bonus. Actual salaries may vary based on several factors, such as a candidate’s qualifications, skills and experience.
- #LI-ONSITE
- From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To build a company that reflects the communities we serve, we believe that fostering a unique and inclusive workplace where everyone feels valued and empowered to succeed will support our ongoing success. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.
Preferred Qualifications
- Bachelor’s degree is preferred.
Responsibilities
- Log, research and analyze complaints (including review of disclosures, information provided by the line of business, and regulations) and determining root causes.
- Communicate with lines of business for complaint notification and background, to provide risk guidance, and to facilitate prompt resolutions.
- Draft responses for letter/email responses and/or talking points for lines of business to resolve complaints orally.
- Perform or help with periodic complaint reporting and trend analysis, including identifying, analyzing, escalating and communicating with partners regarding potential areas of risk.
- Assist with complaint management program administration, such as procedure updates and process improvements.
About Wintrust Financial Corporation
Financial holding company providing community and commercial banking services.
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