Servicing Consumer Response Coordinator

Job Description

Job Description

Overview

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

More reasons you’ll love working here include:

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon 
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor café with Wi-Fi

Responsibilities

• Intake, log, and track consumer complaints related to servicing activities, including those received from regulators, investors, subservicers, and directly from consumers.
• Review and investigate each complaint by gathering and analyzing relevant documentation, system data, and communications.
• Coordinate with internal servicing departments (e.g., escrow, payment processing, loss mitigation) and subservicers to obtain facts, resolve issues, and ensure accurate responses.
• Draft clear, accurate, and compliant written responses to consumers and regulatory agencies within required timeframes.
• Identify root causes and trends in consumer complaints and escalate recurring issues or potential compliance risks to leadership.
• Maintain accurate complaint tracking in Excel, Airtable, and internal systems, ensuring proper categorization and documentation.
• Assist the Director of Consumer Affairs and Director of Regulatory Affairs with formal complaint investigations, reporting, and quality control.
• Support compliance with federal and state consumer protection laws, including RESPA, TILA, FDCPA, FCRA, and CFPB complaint response expectations.
• Contribute to process improvement initiatives aimed at enhancing consumer experience and reducing complaint volumes.

Qualifications

Must-Have Qualifications:

• Mortgage experience
• Excellent written and verbal communication skills, with the ability to handle sensitive or escalated consumer interactions professionally
• Strong analytical and problem-solving skills with keen attention to detail
• Working knowledge of mortgage servicing operations (e.g., escrow, payment application, default management, investor reporting)
• Familiarity with regulatory complaint handling requirements and timelines
• Ability to collaborate effectively across multiple departments and external partners
• Proven ability to manage multiple priorities in a fast-paced environment
• 100% onsite attendance required at headquarters in Pontiac, MI

Nice-to-Have Qualifications:

• Prior experience in mortgage servicing compliance, quality control, or consumer advocacy
• Knowledge of subservicer operations and communication protocols