Servicing, Escalation Resolution Specialist

Servicing Complaints and Oversight | Remote, Remote


Position at loanDepot

loanDepot, America's lender, matches borrowers through technology and high-touch customer care with the credit they need to fuel their lives.  We take the responsibility of being the second largest non-bank lender seriously.  loanDepot’s long term commitment begins at origination continuing with long term support through our in house servicing teams. Our loanDepot servicing division puts our customers first, promotes teamwork & provides our employees with the fuel needed to succeed in their careers. Come join us!

loanDepot — We are America’s Lender.

Position Summary:

Responsible for researching and responding to verbal, written and electronic customer and regulatory bodies’ inquiries and complaints. Performs response administration while conforming to all regulatory, statutory and investor guidelines. Provides support to internal operational areas and external parties as needed. This position the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates


  • Researches complaints which require in-depth reviews, detailed overviews, and a professional response to both internal/external customers.
  • Prepares written responses to customer inquiries and complaints, including CFPB, Office of the President, BBB, Social Media, and general escalations.
  • Contacts and communicates with customers regarding inquiries, disputes, escalations, complaints, etc. within critical timeliness set forth by loanDepot, Federal and State guidelines.
  • Utilizes a working knowledge of internal policies and procedures to effectively assist all customers.
  • Performs other duties and projects as assigned.c


  • Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position.
  • Working knowledge of Mortgage Loan Servicing, State, Federal and Regulatory guidelines.
  • Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint, and Outlook.
  • Excellent organizational skills to track and adhere/exceed deadlines.
  • Excellent verbal and written skills, ability to speak with the customer both written and orally.
  • Effective organizational and time management skills.
  • Exceptional verbal, written and interpersonal communication skills.
  • Ability to make decisions that have moderate impact on the immediate work unit and cross functional
  • Exceptional ability to research complaints which require in-depth reviews.
  • Ability to work independently with little direction and decision-making capability.
  • Ability to organize and prioritize work schedules on a short-term and long-term basis.
  • Must have 2+ years Mortgage Loan Servicing Experience. 
  • Must have experience in complaint management, service recovery and/or issue resolution. 
  • Experience working with an MSP required, Black Knight preferred. 
  • High School Diploma required, Bachelor’s Degree preferred. 

Why work for #teamloanDepot:

  • Aggressive earning potential and 401K with robust company match           
  • Inclusive, diverse and collaborative culture where people from all backgrounds can thrive
  • Work with other passionate, purposeful and customer-centric people
  • Extensive internal growth and professional development opportunities including tuition reimbursement
  • Comprehensive benefits package including Medical/Dental/Vision
  • Wellness program to support both mental and physical health
  • Generous paid time off for both exempt and non-exempt positions

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.