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Lead Analyst, Office of Ombudsman

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Job ID: 1000182

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Job Description

  • Responsible for thoroughly reviewing, analyzing and interpreting all events and actions that did or did not occur on customers’ accounts that are in dispute, and to provide a fair and impartial assessment of the Company’s servicing of the loan.
  • Responsible for working with the Company’s business units to fully understand their policies and procedures and the actions taken in relation to loans in dispute.
  • Responsible for educating customers / regulators, management and consumer advocacy groups as to the details of the disputes, the resolutions and the Company’s policies and procedures as they pertain to the dispute.
  • Responsible for providing a potential recommendation if needed to implement a resolution.
  • Responsible for assisting with on-the-job training of new employees.
  • Responsible for miscellaneous job-related duties as assigned by departmental group leader, supervisor or manager, including but not limited to special projects.
  • Achieving Efficiencies, TAT and Quality standards as defined by the BU.
  • Resolve escalated customer inquiries requiring extensive follow-up and research.
  • Responsible for managing the Ombudsman workflows and other related processes.
  • Ensuring accurate and timely resolutions.
  • Providing answers to loan related inquiries from customers and regulators
  • Curing loan related disputes both written and verbally.
  • Identify process breakdowns and suggest corrective measures
  • Daily Time and Task Management

Qualifications Required:

  • Bachelor’s degree or equivalent of fifteen years of education is a must
  • Experience in handling complaints or escalations through emails/letters, problem solving, conflict management preferred
  • Exposure to US mortgage industry would be an added advantage.
  • Must have excellent interpersonal skill along with exceptional grammar & letter composition skill
  • Good convincing and customer retention skills
  • Strong analytical and decision-making skills
  • Must be proficient in Microsoft Office Products including Word and Excel.
  • Ability to process large volumes of information and maintain composure in a fast-paced environment.
  • Must possess a keen ability to resolve complicated issues in a timely manner.
  • Ability to work under pressure
  • Comfortable with managing critical and time bound complaints
  • Ability and Confidence to effectively communicate with Regulatory Bodies, Attorneys etc …
  • Great Time Management Skills

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