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Customer Correspondence Sr Associate

Location: Irving, TX, United States
Req ID: 017115

Job 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.

Roles & Responsibilities:

  • Prepares correspondence to address and resolve complex and/or escalated customer questions, concerns and complaints for forward/conventional Mortgages. May also require addressing reverse mortgages.
  • Resolves internal/external questions pertaining to customer accounts.
  • Escalates issues as needed based on established guidelines.
  • Remains courteous, friendly, concerned, and knowledgeable while providing a detailed explanation of resolution taken.
  • Provides written correspondence with organized thoughts, proper sentence construction, punctuation and grammar.
  • Establishes effective professional rapport with both internal & external customers.

Core Requirements:

  • Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position preferred.  Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
  • At least 1 year of mortgage experience required
  • Excellent written communication skills.
  • Familiarity with MS Office, with particular emphasis on MS Word
  • Ability to deal with complaints and conflict resolutions in a professional and decisive manner
  • Written correspondence experience and previous complaint/research resolution experience preferred.

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:


Job Category:

Customer Relations

Primary Location City:


Primary Location Region:


Primary Location Postal Code:


Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:


Additional Posting Location(s):

Alternate Requisition:



Through the use of written correspondence, the Customer Correspondence Associate provides resolution to customer issues and/or concerns of moderate complexity that the requesting business unit was unable to resolve. While working within established guidelines, the Customer Correspondence Associate must use sound judgment to recommend a solution that is practical and beneficial to the customer and the organization.
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