Servicing Consumer Response Coordinator
On-sitePontiac, Michigan, United States
Job Summary
Intake, log, and track consumer complaints related to mortgage servicing activities, including those from regulators, investors, and subservicers. Review and investigate each complaint by gathering documentation, system data, and communications to coordinate with internal servicing departments and subservicers for resolution. Draft clear, accurate, and compliant written responses to consumers and regulatory agencies while maintaining accurate tracking in Excel, Airtable, and internal systems. Identify root causes and trends in complaints to escalate recurring issues or compliance risks to leadership. Assist with formal complaint investigations, reporting, and quality control for the Director of Consumer Affairs and Regulatory Affairs. Support compliance with federal and state laws including RESPA, TILA, FDCPA, FCRA, and CFPB expectations. Contribute to process improvement initiatives to enhance consumer experience. Requires 100% onsite attendance at the Pontiac office.
Required Qualifications
- 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% onsite attendance required at headquarters in Pontiac, MI
Desired Qualifications
- Prior experience in mortgage servicing compliance, quality control, or consumer advocacy
- Knowledge of subservicer operations and communication protocols
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