Complaint Response Validation Specialist - Remote
$42,494–$71,302 year
RemoteUnited States
Job Summary
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. 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. Support preparation of reports and materials used for internal and client-facing communications.
Required Qualifications
- High School Diploma or equivalent
- 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
- 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
- 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
Desired Qualifications
- Bachelor's degree preferred
- Knowledge of Black Knight products, including but not limited to MSP and LoanSphere preferred
- Mortgage Banking Association certification, CRCM, or similar compliance certification
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