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Escalation Agent (5941) in Chandler, AZ at Mr. Cooper

Date Posted: 3/8/2019

Job Snapshot

  • Employee Type:
  • Location:
    Chandler, AZ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

The Escalation Customer Service Sr Associate is responsible for handling in-bound calls from customers and third parties regarding all general servicing questions. The Escalation Customer Service Sr Associate will also make outbound calls along with working directly with the borrower to determine the best possible method to permanently resolve delinquency.  This is accomplished by using by a variety of learned collections and workout techniques. The Escalation Customer Service Sr Associate will also answer inbound calls from other Customer Service Representatives in-order to handle intensified calls and answer questions. The Escalation Customer Service Sr Associate will also be assigned numerous off phone duties such as Account Service Rejections, Research Request Rejections, ADA email inbox, VOC follow up, Late Fee Rejections Review, Text Message Replies from customers, JD Power Survey follow ups, SQM Action Alert Review, AR Internal Inbox message review, database entry, and any other assigned off phone duties as needed.


  • Compares and evaluates possible customer service solutions, and decides which to recommend to customers to best meet their needs and circumstances including delinquency.        
  • Responsible for prompt and accurate response to customer’s mortgage servicing questions and concerns.
  • Assists borrowers with late charge waiver, due date change, and other loan maintenance requests.
  • Essential job functions include, contacting borrower, primarily by phone, to assess their current financial situation.  Evaluating borrower for full payment or workout options.  May skip-trace to find and collect on delinquent accounts.  Working with management team to identify problems and improve recovery efforts.
  • Meet Quality Assurance requirements and other key performance metrics.
  • Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
  • Must possess and be able to demonstrate strong influencing and closing skills. Input data and verify information as it pertains to processing telephone draft payments.
  • Provide customers with information about company products and services to generate additional revenue through product referrals.
  • Properly document each customer interaction in the servicing system.
  • Perform follow-up and research tasks to ensure problem resolution.
  • Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets.
  • Serve as a primary contributor in one of the following capacities (brief description for each is included):
  • Customer Service Support- Assist other reps with questions, research, & take escalated calls
  • PM/BA- Perform project analysis, provide project support and/or management on projects and initiatives
  • Other duties as assigned.
  • Requires a combination of project skill sets, management potential, and certain certifications.


  • Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred.  Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
  • Understanding of federal and state mortgage servicing requirements, standards and servicing processes preferred.
  • Minimum of 2 years experience of mortgage customer service background or customer service experience in a banking or financial services environment preferred (and/or) minimum 2 year’s collections experience in related areas i.e. auto, bankcard, consumer finance, or mortgage collections environment preferred. Minimum of 2 year’s experience of customer service/call center experience considered.

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United States of America

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Mr. Cooper

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