Mortgage Servicing Resolution Specialist

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One. ## **Job Description** At U.S. Bank, we're on a journey to do our best. Helping customers and businesses make better and smarter financial decisions enables the communities we support to grow and succeed. We believe each person has unique potential, and a career with U.S. Bank provides a wide range of opportunities to discover what makes you thrive. The Mortgage Servicing Resolution Specialist is responsible for researching and resolving customer disputes and complaints through detailed case management and investigation. This role analyzes information from multiple bank systems, policies, and business partners to develop accurate, timely resolutions while meeting regulatory requirements and service level expectations. The ideal candidate is highly analytical, detail-oriented, and skilled at conducting thorough research in a fast-paced environment. Success in this role requires strong problem-solving skills, accountability, and the ability to navigate multiple systems to identify and resolve complex issues. ### ### Key Responsibilities - Research and resolve customer disputes, complaints, and servicing-related inquiries within established service level agreements. - Review account information across multiple banking platforms to investigate issues and determine appropriate resolutions. - Analyze customer concerns, supporting documentation, transaction history, and internal records to identify root causes. - Collaborate with subject matter experts and business partners across the organization to gather information needed for case resolution. - Interpret and apply bank policies, procedures, and regulatory requirements when evaluating customer concerns. - Monitor and manage case pipelines to ensure timely completion of all assigned work. - Maintain accurate documentation of investigative findings, actions taken, and final resolutions. - Meet established quality, production, and compliance standards. - Support risk mitigation efforts by ensuring accurate reporting and complaint resolution practices. **Basic Qualifications** - Bachelor's degree, or equivalent work experience - Two to four years of experience in administrative support activities **Preferred Skills/Experience** - Experience with mortgage servicing operations. - Banking operations experience with knowledge of internal processes and workflows. - Experience using systems such as ALS, Hogan, LeaseMaster, Debt Manager, or similar banking platforms. - Familiarity with dispute resolution, complaint management, credit reporting, or regulatory servicing requirements. - Experience training, coaching, or sharing knowledge with peers. - Demonstrated ability to build partnerships across multiple business lines. - Strong analytical, investigative, and problem-solving skills. - Experience researching and resolving complex customer issues. - Ability to work independently while managing multiple priorities and deadlines. - Proficiency using multiple systems and applications simultaneously. **Location expectations** This role requires working from a U.S. Bank location three (3) or more days per week. If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our [disability accommodations for applicants](https://careers.usbank.com/global/en/disability-accommodations-for-applicants). **Benefits:** Our approach to benefits and total rewards considers our team members’ whole selves and…