About this role
Role Overview
- Research and resolve customer disputes, complaints, and servicing-related inquiries within established service level agreements
- Review account information across multiple banking platforms to investigate issues and determine appropriate resolutions
- Analyze customer concerns, supporting documentation, transaction history, and internal records to identify root causes
- Collaborate with subject matter experts and business partners across the organization to gather information needed for case resolution
- Interpret and apply bank policies, procedures, and regulatory requirements when evaluating customer concerns
- Monitor and manage case pipelines to ensure timely completion of all assigned work
- Maintain accurate documentation of investigative findings, actions taken, and final resolutions
- Meet established quality, production, and compliance standards
- Support risk mitigation efforts by ensuring accurate reporting and complaint resolution practices
Requirements
- Bachelor's degree, or equivalent work experience
- Two to four years of experience in administrative support activities
- Experience with mortgage servicing operations
- Banking operations experience with knowledge of internal processes and workflows
- Experience using systems such as ALS, Hogan, LeaseMaster, Debt Manager, or similar banking platforms
- Familiarity with dispute resolution, complaint management, credit reporting, or regulatory servicing requirements
- Experience training, coaching, or sharing knowledge with peers
- Demonstrated ability to build partnerships across multiple business lines
- Strong analytical, investigative, and problem-solving skills
- Experience researching and resolving complex customer issues
- Ability to work independently while managing multiple priorities and deadlines
- Proficiency using multiple systems and applications simultaneously
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law