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Celink · 1 month ago

Escalation Specialist

United States

Full-time

Remote

New Grad, Entry Level

Celink is a company focused on risk and compliance, and they are seeking an Escalation Specialist to manage borrower correspondence and provide professional responses to inquiries. The role involves handling complex issues, maintaining compliance, and building relationships with clients to enhance service quality.

Financial Services

Responsibilities

Handle various Qualified Written Correspondence (QWR) and Requests for Information (RFI) related tasks assigned by department management

Handle complex borrower issues by providing clear, concise, timely and professional written responses to borrower correspondence

Research routine and escalated borrower correspondence

Update escalation tracking site as applicable throughout the escalation process

Perform administrative tasks required to track and deliver consumer complaint responses

Build strong interpersonal relationships with Celink Team and clients to ensure accurate and timely completion of duties

Monitor task pipeline to ensure regulatory and company requirements are met

Work directly with clients to address consumer complaints, both verbally and in written correspondence, to improve service and decrease turn-times

Act as a resource for all employees in relation to the Complaints Department

Review and decision potential fraud alerts

Additional duties as assigned

Qualification

Business writingRegulationsConsumer complaint experienceMicrosoft OfficeCollaborationAttention to detailTime managementVerbal communicationWritten communicationResults oriented

Required

High school diploma or GED

Demonstrated proficiency in business writing

Ability to identify and document when company standards, or any regulations, have not been followed

Excellent verbal and written communication skills

Strong working knowledge of Microsoft Office

Strong attention to detail

Results oriented

Superior time management and ability to prioritize key deliverables

Collaboration

Preferred

Prior investigative or research skills

Knowledge of HUD and investor requirements regarding the servicing of HECM and proprietary reverse mortgage loans

Demonstrated working knowledge of various state or federal laws or regulations including (but not limited to): TILA, ECOA, Fair Housing Act, Fair Lending, FCRA/FACTA, Privacy, and UDAAP, with advanced knowledge of complaint requirements for Regulation X compliance

Consumer complaint, QWR or RFI experience and/or knowledge