Complaint Response Validation Specialist

🕒 Julho 14

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LoanCare

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

💼 Consultoria

🛡️ Seguros

📦 Logística

Consulting • Insurance • Logistics

LoanCare é uma empresa especializada no serviço de empréstimos hipotecários. Ela oferece uma gama de serviços relacionados à gestão de pagamentos de hipotecas, atendimento ao cliente para titulares de empréstimos e estratégias de mitigação de perdas. A LoanCare tem como objetivo apoiar os proprietários de imóveis na manutenção eficaz de suas contas hipotecárias, garantindo pagamentos pontuais e gerenciando quaisquer desafios financeiros potenciais.

Descrição

• Review written borrower complaint responses for accuracy, completeness, tone, and alignment with supporting documentation • Edit and refine responses to ensure clarity, professionalism, and adherence to company standards and brand expectations • Validate that all borrower concerns have been fully addressed and appropriately resolved • Ensure responses comply with applicable federal, state, investor, and client requirements, including regulatory complaint standards • Verify that all research, documentation, and conclusions cited in responses are accurate and supported by system records • Identify discrepancies, omissions, or potential risks and work with complaint owners to correct deficiencies • Partner with complaint owners and leadership to resolve issues identified during validation review • Provide clear, actionable feedback to improve quality and prevent recurring errors • Maintain accurate records of validation reviews, edits, and outcomes within designated systems • Contribute to quality reporting by tracking common errors, corrective actions, and performance metrics

🎯 Requisitos

• High School Diploma or equivalent required • 4-7 years of quality assurance, specifically within mortgage servicing • 2-3 years of complaint management or customer advocacy or escalation management • Experience in root cause analytics • Knowledge of Black Knight products, including but not limited to MSP and LoanSphere preferred • Working knowledge of state/federal mortgage servicing regulations • Responsiveness/ability and open to changes in processes/procedures and the ability to receive and provide clear direction • Analytical and mathematical ability sufficient to identify potential issues • Ability to manage time and priorities wisely • Ability to grasp concepts quickly, make sound decisions, and resolve issues • Ability to work in a high-volume and time-sensitive environment • Ability to multitask, prioritize work assignments, work independently with minimal direction, and effectively meet deadlines • Ability to work collaboratively with peers in a team environment to attain common goals • Ability to communicate effectively in writing, in person, and by telephone with all levels of the organization • Ability to use Microsoft Office applications.

🏖️ Benefícios

• Optional medical, dental, vision, life, and disability insurance • Paid holidays, vacation, and sick leave • Fidelity National Financial matching 401(k) and employee stock purchase plans • Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being • Programs that celebrate achievements and milestones • 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.