Specialist Selene Finance

Job Summary

The Correspondence Drafter I is responsible for researching customer inquiries and verbal inquiry tasks, collaborating with internal business partners, and drafting accurate, professional, and customer-focused written responses. This role gathers and analyzes information from multiple sources to ensure responses are complete, compliant, and delivered within established service levels. The Correspondence Drafter I serves as a key liaison between departments and supports customer communications across a variety of servicing-related topics.

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Key Responsibilities

• Research customer inquiries by reviewing account information, servicing system data, payment histories, escrow disbursements, ARM adjustments, loan balances, correspondence, and supporting documentation.
• Review payment histories and credit reports to determine whether corrections or fee waivers are appropriate.
• Collaborate with servicing departments, including Customer Service, Escrow, Cash Processing, Default, Loss Mitigation, Bankruptcy, Foreclosure, and other business units to gather information and resolve customer concerns.
• Draft clear, accurate, and professional written correspondence in response to customer inquiries, verbal inquiry tasks, and VOM requests.
• Translate complex servicing information into customer-friendly language.
• Ensure correspondence is consistent with company policies, investor requirements, and applicable regulatory guidelines.
• Collaborate with Correspondence Writers to review research findings, clarify account details, and ensure drafted responses are accurate, complete, and aligned with customer communication standards.
• Document research findings, actions taken, and response details within designated systems.
• Manage a pipeline of assigned work and meet established turnaround times and service level expectations.
• Identify recurring customer concerns, process gaps, or trends and escalate findings to leadership when appropriate.

Qualifications

• Strong written communication and business writing skills.
• Excellent research, analytical, and problem-solving abilities.
• Strong attention to detail and commitment to accuracy.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Ability to work independently and collaboratively across departments.
• Strong organizational and time management skills.
• Customer-focused mindset with sound judgment and professionalism.
• Knowledge of mortgage servicing and servicing terminology is required.
• MSP/Black Knight servicing system experience is preferred.
• Proficiency with Microsoft Word, Outlook, and Excel.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.