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Responsibilities
Responsible for conducting independent reviews of borrower complaint responses to ensure accuracy, completeness, regulatory compliance, and adherence to company standards. This role serves as a critical quality control function by validating research, supporting documentation, and response content to ensure borrower concerns are fully addressed, conclusions are well-supported, and potential regulatory or operational risks are identified and mitigated prior to response issuance.ResponsibilitiesResponse Review & EditingReview written borrower complaint responses for accuracy, completeness, tone, and alignment with supporting documentationEdit and refine responses to ensure clarity, professionalism, and adherence to company standards and brand expectationsValidate that all borrower concerns have been fully addressed and appropriately resolvedQuality Assurance & ComplianceEnsure responses comply with applicable federal, state, investor, and client requirements, including regulatory complaint standardsVerify that all research, documentation, and conclusions cited in responses are accurate and supported by system recordsIdentify discrepancies, omissions, or potential risks and work with complaint owners to correct deficienciesCollaboration & CommunicationPartner with complaint owners and leadership to resolve issues identified during validation reviewProvide clear, actionable feedback to improve quality and prevent recurring errorsCommunicate effectively with internal stakeholders regarding revisions, findings, and trendsSupport training and mentoring of complaint response staff by sharing best practices and quality expectationsParticipate in calibration sessions to ensure consistency in validation standardsDocumentation & ReportingMaintats, and outcomes within designated systemsContribute to quality reporting by tracking common errors, corrective actions, and performance metricsSupport preparation of reports and materials used for internal and client-facing communicationsAll other duties as assigned.QualificationsHigh School Diploma or equivalent required.4-7 years of quality assurance, specifically within mortgage servicing2-3 years of complaint management or customer advocacy or escalation management › Experience in root cause analyticsKnowledge of Black Knight products, including but not limited to MSP and LoanSphere preferredWorking knowledge of state/federal mortgage servicing regulationsResponsiveness/ability and open to changes in processes/procedures and the ability to receive and provide clear directionAnalytical and mathematical ability sufficient to identify potential issuesAbility to manage time and priorities wiselyAbility to grasp concepts quickly, make sound decisions, and resolve issuesAbility to work in a high-volume and time-sensitive environmentAbility to multitask, prioritize work assignments, work independently with minimal direction, and effectively meet deadlinesAbility to work collaboratively with peers in a team environment to attain common goalsAbility to communicate effectively person, and by telephone with all levels of the organizationAbility to use Microsoft Office applicationsDesired Skills And QualificationsBachelor’s degree preferredMortgage Banking Association certification, CRCM, or similar compliance certificationTotal RewardsLoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, fina ncial , lifestyle and learning benefits to support employee well-being and engagement. Highlights include:Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insuranceTime Off: Paid holidays, vacation, and sick leaveRetirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plansWellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-beingEmployee Recognition: Programs that celebrate achievements and milestonesLifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.Compensation Range: $20.43 - 34.28 per hour. Actual compensation may vary withending on a number of factors, including qualifications, skills and experience.WORK CONDITIONSWorking conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Over time required as necessary.Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.Who We AreAbout us …LoanCare is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1.8 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer.
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