Consumer Response Coordinator

The Consumer Response Coordinator assists the Compliance Team and, more specifically, the Consumer Advocate Team with ensuring compliance with UWM's Consumer Complaint Policy and Procedures. More specifically, they are responsible for researching and responding to consumer complaints and issues. In doing so, the Consumer Response Coordinator works closely with the Director of Consumer Affairs, the Director of Regulatory Affairs, the Servicing Team, and our subservicers. The Consumer Response Coordinator also handles the Consumer Advocate hotline, which is a hotline consumers are able to call if they have any issues with their loan.

This position requires on-site attendance at our headquarters in Pontiac, MI.

• Assisting the Director of Consumer Affairs and Director of Regulatory Affairs with the handling of consumer complaints, both formal and informal.
• Handling the Consumer Advocate Hotline
• Working in the subservicers systems to notify them of issues and request information
• Working with internal teams to notify them of issues and request information
• Intake of summaries from the subservicers and internal teams regarding consumer complaints
• Analyzing information obtained from subservicers and internal teams to determine root cause of issue and resolution
• Drafting response letters to consumers in response to consumer complaints
• Tracking complaints via Excel and Airtable

 

Must Have Qualifications:

• 1+ year mortgage experience
• Ability to perform analysis, reconciling data, and presenting to senior leadership
• Experience handling escalated calls with a high level of customer service
• Strong attention to detail
• Problem solving skills
• High proficiency in Excel
• This position requires on-site attendance at our headquarters in Pontiac, MI.

Nice to Have Qualifications: 

• Bachelor’s degree
• 1+ year experience with consumer reports
• Experience using Airtable 

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

 

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

 

From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

 

More reasons you’ll love working here include:

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon 
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Great Lakes Coffee Roasting Company
• Indoor/outdoor café with Wi-Fi
• On-site attendance is required

All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer.