Job Description: Correspondence Specialist I

Employment Type: Full-time

Company Information

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!

Position Overview

The Correspondence Specialist I responds to written customer complaints and inquiries by providing written responses that follow established policies and procedures.

Responsibilities

• Conducts general research including, but not limited to, verifying loan data such as payments posted, ARM (Adjustable Rate Mortgage) adjustments, escrow disbursements, escrow analysis and loan balance information.
• Works closely with internal departments to resolve inquiry, dispute or complaint.
• Generates response letters in accordance with RESPA (Real Estate Settlement and Procedures Act) / CFPB (Consumer Financial Protection Bureau).
• Utilizes knowledge of mortgage loan documentation and escrow; RESPA and FCRA (Fair Credit Reporting Act).
• Categorizes incoming correspondence and follow established assignment / escalations process.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The qualified candidate must have:

• Excellent attention to detail.
• Ability to multi-task and consistently meet multiple deadlines.
• Strong verbal and written communication skills.
• Ability to work in a team environment.
• Strong customer-service orientation.
• Ability to use good judgment.

Competencies

To perform the job successfully, an individual should demonstrate the following:

• Adaptability: Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.
• Business Ethics: Treats people with respect. Keeps commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.
• Communications: Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method.
• Customer Service: Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
• Dependability: Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.
• Teamwork: Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests.

Education/Experience

• High school diploma or general education degree (GED) required.
• No prior experience or training required.
• One to two years' experience preferred.

Language Ability

• Ability to read a limited number of two- and three-syllable words and to recognize similarities and differences between words and between series of numbers.
• Ability to print and speak sim...