Complaint Response Validation Specialist
New
L
LoanCareMortgage Servicing
United StatesFull-TimeMiddle
Salary20.43 - 34.28 USD per hour
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Job Details
- Experience
- 4-7 years of quality assurance, specifically within mortgage servicing; 2-3 years of complaint management or customer advocacy or escalation management
- Required Skills
- Microsoft OfficeQuality Assurance
Requirements
- High School Diploma or equivalent required
- 4-7 years of quality assurance experience, specifically within mortgage servicing
- 2-3 years of complaint management, customer advocacy, or escalation management experience
- Experience in root cause analytics
- Working knowledge of state and federal mortgage servicing regulations
- Analytical and mathematical ability to identify potential issues
- Ability to work in a high-volume and time-sensitive environment
- Ability to work independently with minimal direction
- Proficiency with Microsoft Office applications
- Bachelor’s degree preferred
- Mortgage Banking Association certification, CRCM, or similar compliance certification preferred
- Knowledge of Black Knight products (MSP, LoanSphere) preferred
Responsibilities
- 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 resolved
- Ensure responses comply with applicable federal, state, investor, and client regulatory requirements
- Verify that all research, documentation, and conclusions cited in responses are accurate and supported by system records
- Identify discrepancies, omissions, or risks and work with complaint owners to correct deficiencies
- Partner with leadership to resolve issues and provide actionable feedback
- Support training and mentoring of complaint response staff
- Maintain accurate records of validation reviews and contribute to quality reporting
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