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Research Resolution Associate II

Location: Lewisville, TX, United States
Req ID: 016773

Job Description

Description

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Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

The Research and Resolution department Escrow Associate is responsible for reviewing requests to; Add Escrow, Remove Escrow, Validate Escrow Lines and Perform Escrow Breakdowns. Our Escrow Associate will perform research by communicating with tax and insurance vendors, taxing authorities and insurance agents. Escrow Associates will also use online tools, like valuations and tax records to make the right decisions on what actions to follow. Our Escrow Associates will then use the information they gathered to execute the correct decision, based on our Policies and Procedures. Upon completion, the Escrow Associate will communicate with the borrower(s) via written correspondence to advise of the outcome of their request.

ESSENTIAL JOB FUNCTIONS

  • Read and understand correspondence and communications received directly and indirectly from borrowers.
  • Identify root cause of the dispute or inquiry from the borrower.
  • Complete investigations of escrow requests.
  • Understand what internal and external systems that need to be used to research the request.
  • Interact with internal NSM departments, vendors, prior servicers, taxing authorities, and customers, etc. to obtain further information about the root cause issues.
  • Interact with other NSM departments and external entities to identify resolutions and, in some cases, execute adjustments on their loan. 
  • The Escrow Associate will write a resolution letter for the borrower/requestor and send it to then via mail, e-mail, fax, etc.
  • The Escrow Associate will log their activity in our host systems, as well as track their production.
  • The Escrow Associate will upload all documents used, as well as the resolution letter to our host systems.
  • The Escrow Associate will occasionally contact borrowers by phone to collect missing documentation or resolve escalated issues

FUNCTIONAL JOB COMPETENCIES

  • Good written and verbal communication skills.  
  • A good working knowledge of LSAMS preferred
  • Must be highly proficient at reading payment histories
  • Prior experience with Escrow, Tax, and/or Insurance in a Mortgage Servicing environment
  • Ability to prioritize work items and plan for future activities
  • Proficient in Microsoft Office Word
  • Ability to work independently
  • Good phone communication skills and ability to handle emotional behavior

REQUIRED EDUCATION/EXPERIENCE

  • Bachelor's degree or equivalent work experience required
  • 2-3 years Prior mortgage servicing experience required
  • Prior Mr. Cooper Customer Service experience required

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:

016773

Job Category:

Servicing

Primary Location City:

Lewisville

Primary Location Region:

Texas

Primary Location Postal Code:

75067

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Servicing

Additional Posting Location(s):

Alternate Requisition:

No

Summary

Research Resolution Analyst - Escrow
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