Research & Resolution Associate II (1126) in Irving, TX at Mr. Cooper

Date Posted: 2/10/2018

Job Snapshot

  • Employee Type:
  • Location:
    Irving, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

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


The Research Resolution Associate, (RRA) will receive requests from internal and external customers to assist in resolving borrower/member issues. The RRA will review the requests assigned to them, then, first determine the real issue causing the request/dispute. The RRA will then research the cause of the issue to determine the best resolution. Often times the RRA will interact with other NSM departments to obtain information and/or execute resolution of the borrower’s/member’s issue. Once a resolution has been determined and executed, the RRA will prepare and send a resolution letter to the requestor/borrower. In addition, the RRA will be asked to perform any or all of the following tasks; Training, SME Support, Reporting, Travel for Training, Request Escalation, Audit Support, Quality Assurance, Special Projects, Legal/Litigation Support, IT Projects


  • Read and understand correspondence and communications received directly and indirectly from borrowers.
  • Identify root cause of the dispute or inquiry from the borrower.
  • Understand what internal and external systems that need to be used to research the issue.
  • Interact with internal NSM departments, vendors, prior servicers, taxing authorities, credit reporting agencies, and customers, etc. to obtain further information about the root cause issues.
  • Interact with other NSM departments and external entities to identify resolutions and, in some cases, execute adjustments on their loan.
  • The RRA will write a resolution letter for the borrower/requestor and send it to then via mail, e-mail, fax, etc.
  • The RRA will log their activity in our host systems, as well as track their production.
  • The RRA will upload all documents used, as well as the resolution letter to our host systems.
  • The RRA will occasionally contact borrowers by phone to collect missing documentation or resolve escalated issues


  • Good written and verbal communication skills.
  • Must have good working knowledge of LSAMS
  • Must be highly proficient at understanding our payment history
  • Prior experience or certification of escrow, credit reporting, modification, loan terms preferred
  • Ability to prioritize work items and plan for future activities
  • Proficient in Microsoft Office Word, Excel
  • Ability to work independently
  • Good phone communication skills and ability to handle emotional behavior
  • KPI and Service Level Reporting experience preferred


  • Bachelor's degree or equivalent work experience required
  • Prior Customer Service experience preferred
  • Minimum 5 years Prior mortgage servicing experience preferred

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Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

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