To support customer satisfaction, the full-time remote Borrower Resolution Specialist will review borrower concerns, conduct detailed research, and provide proactive outreach while ensuring compliance with regulatory requirements and maintaining accurate documentation. Key responsibilities Analyze written borrower complaints and review relevant records to understand concerns Initiate proactive outreach and utilize de-escalation techniques to manage customer interactions effectively Maintain comprehensive documentation of customer interactions and ensure compliance with applicable guidelines Required qualifications High School Diploma or equivalent required 3-5 years of mortgage servicing experience Expert knowledge of customer service principles and mortgage products Proficient in ICE products and Microsoft Office applications Strong analytical ability to troubleshoot complex issues and deliver timely solutions