Sr. Complaint Resolution Specialist - Mortgage

About the role

Wintrust provides community and commercial banking, specialty finance and wealth management services through its 16 bank charters and nine non-bank businesses. Wintrust delivers the sophisticated solutions of a large bank while staying true to the relationship-focused, personalized service of our community banking roots.

We serve clients in all 50 states with more than 200 branch banking locations in Illinois, southwestern Florida, northwestern Indiana, west Michigan and southern Wisconsin and commercial banking offices in Chicago, Denver, Milwaukee, Grand Rapids, Mich., and in key branch banking locations throughout Illinois. Our people are the heart of our business and we are proud to rank consistently as a top place to work.

Wintrust is a $66 billion financial institution based in Rosemont, Illinois, and listed on the NASDAQ Global Select Market under the symbol "WTFC."

Position Summary

The Senior Complaints Resolution Specialist (Mortgage) is responsible for investigating, providing compliance guidance, and managing the response and resolution to mortgage origination and servicing complaints.

We are looking for an employee who thrives in a fast-paced environment, who can manage deadlines well, and who has the ability to work efficiently to ensure that customers receive a prompt and transparent response to their concerns (customer service excellence) while also analyzing and resolving compliance risk.

This position resides within our Fair & Responsible Banking Department, which has oversight of our Complaint Management Program.

What You'll Do

• Log, research and analyze complaints (including review of disclosures, information provided by the line of business, and regulations) and determining root causes.
• Communicate with lines of business for complaint notification and background, to provide risk guidance, and to facilitate prompt resolutions.
• Draft responses for letter/email responses and/or talking points for lines of business to resolve complaints orally.
• Perform or help with periodic complaint reporting and trend analysis, including identifying, analyzing, escalating and communicating with partners regarding potential areas of risk.
• Assist with complaint management program administration, such as procedure updates and process improvements.

Qualifications

• 4+ years working in one or more roles that provide a well-rounded background in all aspects of mortgage origination (sales, processing, underwriting, closing, etc.).
• Familiar with mortgage products and their differing requirements (FHA, VA, Conventional, Construction to Permanent, etc.), as well as experience reviewing mortgage disclosures and other loan file documentation to assess compliance risk.
• Excellent knowledge of consumer protection regulations that apply to mortgage lending.
• Exceptional writing, problem solving and analytical skills. Ability to thrive in unfamiliar situations, adapt to change and produce quality work on deadline
• Bachelor's degree is preferred.

Benefits

Medical Insurance * Dental * Vision * Life insurance * Accidental death and dismemberment * Short-term and long-term Disability Insurance * Parental Leave * Employee Assistance Program (EAP) * Traditional and Roth 401(k) with company match * Flexible Spending Account (FSA) * Employee Stock Purchase Plan at 5% discount * Critical Illness Insurance * Accident Insurance * Transportation and Commuting Benefits * Banking Benefits * Pet Insurance

Compensation

The estimated salary range for this role is $71,000-$92,000, along with eligibility to earn an annual bonus. Actual salaries may vary based on several factors, such as a candidate's qualifications, skills and experience.

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