Research & Resolution Associate II-credit (1961) in Irving, TX at Mr. Cooper

Date Posted: 3/2/2018

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 Credit Reporting Associate II receives, investigates, resolves and responds to borrower’s direct and indirect disputes. The success of this very compliance critical function depends on a good understanding of upstream originations and servicing processes, credit reporting processes and procedures, as well as a thorough knowledge of the credit reporting systems used to execute on any adjustments necessary, based on our credit investigations.


  • Read and understand correspondence and communications received directly and indirectly from borrowers.
  • Identify root cause of the dispute or inquiry from the borrower.
  • Complete investigations of credit disputes.
  • Understand what internal and external systems that need to be used to research the dispute.
  • 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 Credit Reporting Associate will write a resolution letter for the borrower/requestor and send it to then via mail, e-mail, fax, etc.
  • The Credit Reporting Associate will log their activity in our host systems, as well as track their production.
  • The Credit Reporting Associate will upload all documents used, as well as the resolution letter to our host systems.
  • The Credit Reporting Associate will occasionally contact borrowers by phone to collect missing documentation or resolve escalated issues


  • Good written and verbal communication skills.  
  • A good working knowledge of LSAMS preferred
  • Must be highly proficient at reading payment histories
  • Prior experience or certification credit reporting, modifications, and/or bankruptcy preferred
  • Ability to prioritize work items and plan for future activities
  • Proficient in Microsoft Office Word
  • Ability to work independently
  • Good phone communication skills and ability to handle emotional behavior


  • Bachelor's degree or equivalent work experience required
  • Prior Customer Service experience preferred
  • 2-3 years Prior mortgage servicing experience preferred
  • Working knowledge of e-Oscar would be ideal

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United States of America

Posting Organization:

Mr. Cooper

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