Job Description :
DTS is looking for Sr. Mortgage Analyst in Charlotte, NC for a long term contract with our direct client.

Job Responsibilities:
Responsible for ensuring the client’s Brand is executed in all customer interactions.
Organizes weekly and daily activities for addressing consumer complaints, including reviewing root cause analysis and remediation activities.
Ensure timely and accurate customer and regulator responses that require cross-functional support, additional information, or in-depth work to resolve.
Reviews all sensitive complaints to ensure material is accurate and timely.
Monitors the CFPB portal daily and for investigation all new complaints and uploading completed responses.
Reviews all escalation activities including loan agents, loan coordinators/schedulers, and loan service providers.
Review and edit all procedures and team training associated with complaint management to ensure compliance. Also provides complaint and de-escalation training to vendors and loan agents as necessary.
Creates complaint response reports, including complaint reasons, root causes, cycle time, and responsiveness.
Works on special projects and other assignments as needed.
Type of prior related experience: Five (preferably ten) or more years of experience in Mortgage. Minimum of three years of experience in a customer service/complaint management contact environment.
Special skills/abilities/competencies required:
o Strong communication skills in order to present verbally or written reports to executive management.
o Working knowledge of applicable Mortgage Regulations and end to end mortgage processes (originations through servicing
o Influencing and organizational skills required in order to manage the various stakeholders.
o Ability to multi-task between various projects and use strong analytical skills to think about a range of initiatives on different levels.
o Proven ability to manage work in engaging cross-functional stakeholders while working with urgency.
o Effectively work with co-workers by sharing ideas and a constructive and positive manner.
o Effective coach to ensure optimal performance is sustained.
o Embody the client’s Bank brand by working effectively and with empathy with customers to resolve concerns and problems.
o Demonstrate Client’s Bank Core Values.