Customer Resolution Specialist II


: $95,003.33 - $112,140.00 /year *

Employment Type

: Full-Time


: Advertising/Marketing/Public Relations

We have a unique opportunity for someone to contribute their talents and strengths as a Customer Resolution Workout Specialist II


At Computershare we invite you to share our vision and commitment to excellence in everything that we do. Our 12,000 people around the globe are entrepreneurial and innovative, serving 16,000 clients and customers with precision and reliability because they count on us to deliver, every time.

Computershare (ASX: CPU) is a global market leader in transfer agency and share registration, employee equity plans, mortgage servicing, proxy solicitation and stakeholder communications. We also specialize in corporate trust, bankruptcy, class action and utility administration, and a range of other diversified financial and governance services.

Founded in 1978, Computershare is renowned for its expertise in high integrity data management, high volume transaction processing and reconciliations, payments and stakeholder engagement. Many of the world s leading organizations use us to streamline and maximize the value of relationships with their investors, employees, creditors and customers.

Computershare is represented in all major financial markets and has over 12,000 employees worldwide.


Across our global team, we see diversity as a source of strength. The more perspectives we have, the better equipped we ll be to meet the demands of our diverse global customer base. We want every person who joins out team, every customer and every supplier to feel welcome. We are an Equal Opportunity Employer and believe in equality for everyone, regardless of age, national or ethnic origin, sex, gender identity or expression, race, color, religion, disability, sexual orientation, protected veteran status or other characteristics protected be applicable law. That applies throughout our company, around the world with no exceptions, regardless of differences. We will hire, develop, reward, promote and retain people purely on the basis of their talents, commitment, potential and the results they achieve. We will work hard to make sure everyone is included within our organization, removing barriers and obstacles to give everyone an equal opportunity to succeed.


Our key values Certainty, Ingenuity and Advantage drive everything we do: you can count on us to deliver with precision and reliability, every time. We look beyond today s problems to find tomorrow s solutions, focusing on finding new and better way to unlock your competitive edge and help you achieve your business goals.


The CR WO Specialist II performs inline risk control for loss mitigation verification and review of financial documentation, loss mitigation data, loss mitigation waterfalls and contractual documents; ensuring the accuracy of all data and the appropriate decision rendered throughout the loss mitigation review process. This includes modifications, shorts sales and deed in lieu. They must manage in compliance with Federal laws, State laws, and Investor specific guidelines.

Primary Accountabilities

  • Audit contractual documents for accuracy and compliance to policy.

  • Ability to interpret and apply underwriting policies and procedures at an investor level.

  • Review all borrower correspondence for accuracy and compliance.

  • Work various order requests for data collection related to the loss mitigation review process.

  • Audit decision data and decisions rendered for accuracy and compliance.

  • Communicate with investor in regard to loss mitigation to seek resolution approval.

  • Communicate to other departments to resolve loan level solutions.

  • Complete continuing education and training to stay current on all company guidelines.

  • Other duties or tasks as assigned by management

  • Outstanding communication skills, both verbal and written.

  • Adaptable and flexible with change.
  • Organized and detailed, able to learn new processes with ease.

  • Ability to maintain professional independence while working closely with business units.

  • Ability to learn federal and state laws and compliance requirements related to loan servicing

  • Knowledge of loan modification waterfalls, short sales, and deed in lieu workout options preferred

  • Knowledge of general bankruptcy and foreclosure practices preferred

  • Must possess strong analytical/critical thinking skills and have the ability to suggest ways to minimize compliance risk

  • Able to work under daily and monthly deadlines.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

  • Experience with multiple loan products (GSE, FHA, VA and USDA) and servicing related functions. Experience with workout options such as: modifications, deed-in-lieu, short sales, repayment plans, etc. and repurchase provisions are preferred.

  • High School diploma or equivalent.

Language Ability

Ability to read/analyze/interpret journals/financial reports/legal documents; respond to inquiries/complaints from customers/reg. agencies/ community; write speeches/articles for publication; present info to top mgmt/public groups/ boards of directors.

Mathematical Ability

Ability to work with mathematical concepts such as probability and statistical inference, fundamentals of plane, and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the environment is moderate

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

  • A choice medical insurance plans designed to meet your needs

  • Dental & Vision insurance
  • Life & Disability insurance
  • Flexible spending and health savings accounts
  • Employee Stock Purchase Plan
  • Paid time off - You ll accrue 3 weeks your first year!

  • Nine Holidays
  • $1,000 Employee Referral Program
  • Wellness programs
  • Matching 401(k)
  • Tuition Reimbursement
  • Banking and investments plans
  • Rewards and recognition programs
  • Employee discounts for wellness, auto & homeowners insurance, wireless service and more

To learn more, visit us at
Your career is waiting.

Computershare is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

Job Requirements:
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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