Mortgage Servicing Consumer Response Coordinator

Servicing Consumer Response Coordinator

The Servicing Consumer Response Coordinator assists the Consumer Advocate and Compliance team in ensuring compliance with UWM's Consumer Compliant Policy and Procedures. They will play a key role in ensuring that all consumer complaints related to mortgage servicing are promptly, thoroughly, and accurately addressed in accordance with company policies and regulatory requirements. This individual will manage the intake, review, investigation, and response process for all consumer complaintsworking collaboratively with internal servicing teams, subservicers, and compliance leadership to ensure timely resolution and continuous improvement of servicing practices.

This role requires 100% onsite attendance in our Pontiac office.

What You Will Be Doing

• Intake, log, and track consumer complaints related to servicing activities, including those received from regulators, investors, subservicers, and directly from consumers
• Review and investigate each complaint by gathering and analyzing relevant documentation, system data, and communications
• Coordinate with internal servicing departments (e.g., escrow, payment processing, loss mitigation) and subservicers to obtain facts, resolve issues, and ensure accurate responses
• Draft clear, accurate, and compliant written responses to consumers and regulatory agencies within required timeframes
• Identify root causes and trends in consumer complaints and escalate recurring issues or potential compliance risks to leadership
• Maintain accurate complaint tracking in Excel, Airtable, and internal systems, ensuring proper categorization and documentation
• Assist the Director of Consumer Affairs and Director of Regulatory Affairs with formal complaint investigations, reporting, and quality control
• Support compliance with federal and state consumer protection laws, including RESPA, TILA, FDCPA, FCRA, and CFPB complaint response expectations
• Contribute to process improvement initiatives aimed at enhancing consumer experience and reducing complaint volumes

What We Need From You

Preferred Qualifications :

The Place & The Perks

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It's all happening on UWM's campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

It's no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It's at the very heart of how we treat each other, our clients and our community. Whether it's providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

From the team member that holds a door open to the one that helps guide your career, you'll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you'll be welcomed here. Accepted here. And empowered to Be You Here.

More reasons you'll love working here include :

Disclaimer

All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and / or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting "Apply for this job online" you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.