Analyst - Mortgage Complaints & UDAAP Testing
$52,000–$156,000 year
RemoteUnited States or US
Job Summary
Listen to mortgage customer service call center telephone communications and compare documented system of record notes to the call to identify whether calls constitute complaints according to specified definitions. Determine if there may be UDAAP/UDAP concerns and update testing systems to report identified observations, errors, and failures. Explain and support findings while contributing to regular status reporting. Maintain flexibility with respect to assigned tasks due to changing deadlines, deliverables, and priorities. Relate effectively with clients at all levels, both internally and externally, and adapt to different styles and expectations in order to deliver high-quality work.
Required Qualifications
- 5+ years of relevant or applicable work experience
- Bachelor's degree from an accredited college or university
- Mortgage customer service experience to include identification and documentation of complaints and UDAAP regulations
- Proficiency with Black Knight's MSP
- Proficiency with Microsoft Word
- Proficiency with Excel
- Proficiency with PowerPoint
- Strong project and time management skills and the ability to manage multiple priorities and to contribute to deliverables with varying scope and complexity
- Ability to analyze complex problems using data from multiple sources
- Excellent written and verbal communication skills and good judgment in what and how to communicate internally and externally
- Ability to communicate with confidence and demonstrate social awareness
- Strong collaborative and interpersonal skills
- Applicants must be able to work in the United States without requiring sponsorship
Desired Qualifications
- advanced Excel skills
Additional Requirements
- Applicants must be able to work in the United States without requiring sponsorship
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