• Conduct detailed case investigations for escalated, executive or regulatory complaints • Review servicing system data, payment history, call logs, correspondence, and documents • Perform independent research • Act as a liaison between the Call Center, Correspondence Team and the servicing departments • Draft professional, accurate, and compliant written responses • Document findings and resolutions clearly in complaint tracking systems • Recommend process improvements or policy updates • Process tasks in association with Escrow, Cash Processing, and Default Servicing processes • Provide information on all available assistance programs to borrowers experiencing financial hardships • Participate in quality assurance reviews and supports internal or external audit complaint handling and response accuracy • Meets monthly goals as established in the agent scorecard