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Customer Correspondence Senior Editor

This job posting is no longer active.

Location: Lewisville, TX, United States
Req ID: 018050

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 Sr. Editor is assigned to a team of Letter Writers and will be responsible for reviewing, editing, and improving the overall experience of our Mr. Cooper customers. The Sr. Editor will work alongside their assigned team to collaborate and address all concerns while adhering to applicable state and federal requirements.

 

The primary responsibility of the Sr. Editor within the Customer Relations Department is to edit and improve the quality of outgoing correspondence, confirm all customer concerns are addressed, promote best practices, and ensure responses are consistent to regulators, attorneys and customers.  The Sr. Editor is vital to the implementation of new department policies and procedures with respect to manner of which issues are researched, documented and resolved.  They will also assist in root cause analysis when new items of concern or defects are identified.   

 

 

Responsibilities:

  • Edit, review, and score all Customer Relations cases.

  • Strengthen performance, boost team morale, and enhance the customer experience by collaborating with the Letter Writing team to produce the best response to QWRs.

  • Identify process gaps and initiate process improvements alongside the Letter Writers and RCA team.

  • Other duties as assigned.

 

Skills:

  • Effective written and verbal communications skills with an attention to detail.

  • Strong relationship management skills with all members of the Customer Relations Team.

  • Ability to multi-task, prioritize, investigate and problem solve with a sense of urgency.

  • Excellent collaboration skills, self-motivated and willing to take initiative.

  • Real passion for enhancing the customer experience, process improvement and teamwork.

  • Strong analytical, organizational, and critical thinking skills.

  • Open to feedback and flexible with change.

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:

018050

Job Category:

Customer Relations

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:

People

Additional Posting Location(s):

Alternate Requisition:

No

Summary

Part of the First Line of Defense. The primary responsibility within the Customer Relations Department is to edit and improve on the quality of outgoing correspondence, promote best practices and make sure responses are consistent to regulators, attorneys and customers. They will be vital to the implementation of new department policies and procedures with respect to how issues are researched, documented and responded to.
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