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United Wholesale Mortgage · 1 day ago

Servicing Consumer Response Coordinator

Pontiac, MI

Full-time

Onsite

New Grad, Entry Level

United Wholesale Mortgage is a company focused on making home ownership possible for more Americans. The Servicing Consumer Response Coordinator will assist the Consumer Advocate and Compliance team in managing consumer complaints related to mortgage servicing, ensuring compliance with company policies and regulatory requirements.

FinanceFinancial ServicesMortgage

Responsibilities

Intake, log, and track consumer complaints related to servicing activities, including those received from regulators, investors, subservicers, and directly from consumers

Review and investigate each complaint by gathering and analyzing relevant documentation, system data, and communications

Coordinate with internal servicing departments (e.g., escrow, payment processing, loss mitigation) and subservicers to obtain facts, resolve issues, and ensure accurate responses

Draft clear, accurate, and compliant written responses to consumers and regulatory agencies within required timeframes

Identify root causes and trends in consumer complaints and escalate recurring issues or potential compliance risks to leadership

Maintain accurate complaint tracking in Excel, Airtable, and internal systems, ensuring proper categorization and documentation

Assist the Director of Consumer Affairs and Director of Regulatory Affairs with formal complaint investigations, reporting, and quality control

Support compliance with federal and state consumer protection laws, including RESPA, TILA, FDCPA, FCRA, and CFPB complaint response expectations

Contribute to process improvement initiatives aimed at enhancing consumer experience and reducing complaint volumes

Qualification

Mortgage experienceMortgage servicing operationsRegulatory complaint handlingAnalytical skillsWritten communicationVerbal communicationProblem-solving skillsCollaboration skillsAttention to detailTime management

Required

Mortgage experience

Excellent written and verbal communication skills, with the ability to handle sensitive or escalated consumer interactions professionally

Strong analytical and problem-solving skills with keen attention to detail

Working knowledge of mortgage servicing operations (e.g., escrow, payment application, default management, investor reporting)

Familiarity with regulatory complaint handling requirements and timelines

Ability to collaborate effectively across multiple departments and external partners

Proven ability to manage multiple priorities in a fast-paced environment

100% on-site attendance required at Headquarters in Pontiac, MI

Preferred

Prior experience in mortgage servicing compliance, quality control, or consumer advocacy

Knowledge of subservicer operations and communication protocols

Benefits

Paid Time Off (PTO) after just 30 days

Additional parental and maternity leave benefits after 12 months

Adoption reimbursement program

Paid volunteer hours

Paid training and career development

Medical, dental, vision and life insurance

401k with employer match

Mortgage discount and area business discounts

Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court

Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon

Gourmet cafeteria featuring homemade breakfast and lunch

Convenience store featuring healthy grab-and-go snacks

In-house Starbucks and Dunkin

Indoor/outdoor café with Wi-Fi