Sr Specialist, Research, Escalation and Compliant Handing (Mortgage)

Location: Carrollton, Texas, United States; onsite office work

Salary: $50,000–$75,000 per year

Company

hirify.global is a specialty financial services firm focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market.

What you will do

• Investigate and resolve complex consumer disputes and high-risk mortgage servicing escalations.
• Communicate with customers and legal representatives while coordinating with compliance, loss mitigation, and servicing operations teams.
• Handle loss mitigation workouts, financial record updates, credit bureau corrections, ACH payment failure investigations, and HELOC servicing tasks.
• Manage first payment default cases, loss mitigation queues, collections support, customer service overflow, and retention campaigns.
• Conduct root-cause analyses and quality assurance call-listening audits to evaluate complaint handling, compliance, and service quality.
• Lead team huddles and provide real-time operational support across queues.

Requirements

• High school diploma or equivalent required; a bachelor's degree in business administration, finance, or a related field is preferred.
• At least 4 years of progressive experience in mortgage servicing, complaint resolution, loss mitigation, collections, or loan servicing escalations.
• Advanced proficiency with loan servicing systems such as MSP/Black Knight and MortgageServ.
• Knowledge of credit bureau reporting frameworks such as e-OSCAR and Microsoft Office or Google Workspace.
• Ability to work onsite in Carrollton, Texas, United States.

Nice to have

• Experience with ACD telephony platforms, real-time chat management tools, Power BI, or Tableau.
• Active Mortgage Loan Originator license or industry compliance certifications.
• Bachelor's degree in business administration, finance, or a related field.

Culture & Benefits

• Medical, dental, and vision coverage.
• Paid vacation, holidays, illness, and parental leave.
• Wellness, employee recognition, onsite gyms, and cafe-style dining at select locations.
• Retirement benefits, life insurance, 401(k) match, and tuition reimbursement.
• Philanthropy programs including matching gifts, volunteer grants, charitable grants, and corporate sponsorships.