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Pretium Enterprise Services, India · 1 day ago

Customer Advocacy Research Specialist

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Selene Finance LP is a financial services firm specializing in mortgage servicing and related operations. The Customer Advocacy Research Specialist is responsible for investigating customer complaints, identifying root causes, and providing resolutions to enhance customer experience.

Financial Services

Responsibilities

Conduct detailed case investigations for escalated, executive, or regulatory complaints involving Cash, Escrow, or Default Servicing

Review servicing system data, payment history, call logs, correspondence, and documents to determine facts and identify servicing errors on highly escalated and presidential complaints

Perform independent research as well as work with other departments and teams to identify the issues root cause and resolution

Act as a liaison between the Call Center, Correspondence Team and the servicing departments in order to expedite resolutions for our customers

Draft professional, accurate, and compliant written responses for executive offices, the CFPB, state regulators, attorneys, and internal stakeholders

Has deeper knowledge of Selene servicing practices and is able to facilitate a resolution for any customer complaint or inquiry

Document findings and resolutions clearly in complaint tracking systems; tag and analyze root cause trends

Recommend process improvements or policy updates based on recurring complaint themes or operational gaps

Process tasks in association with Escrow, Cash Processing, and Default Servicing processes

Provide information on all available assistance programs to borrowers experiencing financial hardships

Participate in quality assurance reviews and supports internal or external audit complaint handling and response accuracy

Meets monthly goals as established in the agent scorecard

Qualification

Mortgage experienceBlack Knight productsEscrow AdministrationDefault ServicingMicrosoft OfficeCustomer-service orientationMulti-taskingJudgmentDe-escalation skillsBilingualMSP experienceSagent experienceAttention to detailVerbal communicationWritten communicationTeamwork

Required

Excellent attention to detail

Ability to multi-task and consistently meet multiple deadlines

Strong verbal and written communication skills

Ability to work in a team environment

Strong customer-service orientation

Ability to use good judgment

Ability to deescalate emotional customers

High school diploma or general education degree (GED) required

Two to four years' related experience and/or training required

Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook)

Preferred

Associate's degree (A. A.) from two-year College is preferred

Mortgage experience with knowledge of Black Knight products and the various areas of Call Center, Escrow, Cash Processing, and Default (e.g. Bankruptcy, Foreclosure, REO, etc.) is preferred

Bi-lingual language is a plus

Previous experience with MSP, Black Knight/LPS and Sagent preferred