Aerotek Research Remediation Associate in West Des Moines, Iowa
Conducting research on complaints regarding mortgage products and complaints from the various mortgage areas including general mortgage teams, Home Preservation, default servicing and home equity.
Will be performing an investigation on a customer complaint and identifying issues.
Will work with internal players to get resolution for customer complaint.
Expected to ID trends, provide feedback and report back to party submitting complaint.
Following up with customer to provide complaint resolution updates and decisions.
Responds to and researches and resolves escalated inquiries and complaints requiring special handling and that may have been forwarded by mgmt committee members, agencies, and/or business leaders.
This may include a review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or on-line transactions, etc., individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities.
Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing.
Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions).
Communicates with others (including customers, merchants, clients, executives, agencies, regulators, bankers) to ensure resolution/negotiation of sensitive and/or time-critical matters.
May serve as an intermediary to resolve disputed matters; negotiates and enacts settlements.
Recommend standards, policies, and/or procedures to correct deficiencies.
Ensures identified risks and/or problems are clearly documented. Has similar authorities as first tier supervisors to make override decisions; refers recommendations exceeding authority levels and/or items unable to meet resolution to management for review. Other duties may include: project work to identify/implement process improvements, performance of ongoing reviews as needed. May generate reports and summarize results.
Typically performs team leadership and provides work direction.
Financial Services, Finance, Banking, Customer Service, Remediation, Client Relations, Banking Customer Service, mortgage.
Top Skills Details:
4+ years experience with customer contact in financial services environment.
3+ years experience in one or more of the following: operations, underwriting, or quality assurance within a financial setting.
Any experience within Mortgage, Account Resolution, Customer Service or Client Relations would be a plus.
Additional Skills & Qualifications:
Strong interpersonal skills - this job requires a lot of internal follow ups and collaborations. Team members need to ask each other questions and bounce ideas off of each other.
Strong multi-tasking ability.
Strong written and verbal communication skills.
Monday - Friday - Hours will be between 7am-6pm once out of training. They will be able to decide on an 8 hour shift between these times with their manager.
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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