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Customer Relations Escalation Specialist in Fort Worth, TX at Colonial Savings

Date Posted: 6/27/2018

Job Snapshot

Job Description

Company:  Colonial Savings

Job Title: Customer Relations Escalation Specialist  

City: Fort Worth State: Texas        


Customer Relations Escalation Specialist


Job Description

The Customer Relations Escalations Specialist will be responsible for answering incoming escalation correspondence from homeowners and all priority escalated items from all regulatory agencies and attorneys. Investigate, review, and complete all unresolved issues from all business lines within the servicing area.

Responsibilities Include:

• Respond to all qualified written requests (QWR) within prescribed guidelines work closely with management to research both written and verbal escalated inquiries from customers, regulators, better business bureau and investors 

• Act as a liaison working with internal business units and external customers and investors 
• Work alongside of Senior Management to complete unresolved issues by creating, developing, and implementing an action plan for resolution
• Prepare weekly reporting for department departmental head and executive team
• Serve as a subject matter expert for customer relations department demonstrate extensive knowledge of policy and procedures for Loan Servicing Department
• Proactively follow up on escalations within pipeline
• Mentor Customer Service Representatives within the department
• Ensure escalations are resolved within preset service levels


Job Requirements

• 2+ Years Mortgage Servicing Experience
• 2+ Years Customer Service Experience
• Meet and greet customers who visit Colonial's corporate offices
• Advanced computer skills including Word, Excel, and PowerPoint
• Excellent written and verbal communication skills
• Analytical skills
• Advanced problem solving and math skills
• Advanced organizational skills including the ability to plan work activities and stay on task
• Great attention to detail and organizational skills
• Advanced verbal and written communication skills
• Ability to meet stringent deadlines
• Must be able to work in a team environment and demonstrate flexibility to adapt to quickly changing business
• Excellent listening skills
• Be able to build strong internal/external business partnerships
• Be very responsive with strong attention to detail
• Ability to interact in a team environment
• Strong problem solving skills




This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer



Colonial is a national provider of banking, home loans and insurance. Founded in 1952, the company has $1 Billion in assets and is privately held by choice to ensure our focus remains on our customers and not the expectations of Wall Street. Colonial is rated “Five Stars – Highly Recommended” as one of the strongest financial institutions in the country by Bauer Financial, a leading analyst, and has earned Fannie Mae’s Four STAR award for customer service and foreclosure prevention, as well as the highest achieving STAR Performer for best practices in General Servicing, Collections/Loss Mitigation and Neighborhood Stabilization in 2014.


Member FDIC | Equal Housing Lender | NMLS ID 401285