Job description
Overview
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.
Responsibilities
Response Review & Editing
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
Quality Assurance & Compliance
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
Collaboration & Communication
Partner with complaint owners and leadership to resolve issues identified during validation review
Provide clear, actionable feedback to improve quality and prevent recurring errors
Communicate effectively with internal stakeholders regarding revisions, findings, and trends
Support training and mentoring of complaint response staff by sharing best practices and quality expectations
Participate in calibration sessions to ensure consistency in validation standards
Documentation & Reporting
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
All other duties as assigned.
Qualifications
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
Desired Skills and Qualifications
Bachelor’s degree preferred
Mortgage Banking Association certification, CRCM, or similar compliance certification
Total Rewards
LoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include:
Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
Time Off: Paid holidays, vacation, and sick leave
Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
Employee Recognition: Programs that celebrate achievements and milestones
Lifestyle & 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 within the range provided, depending on a number of factors, including qualifications, skills and experience.
Build Your Future with LoanCare®
At LoanCare, we don’t just service mortgage loans—we serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of Fidelity National Financial (NYSE: FNF), a Fortune 500 company, we offer a career foundation built on integrity, innovation, and collaboration.
Here, you’ll find:
A culture that helps you thrive, with resources and support to fuel your growth
Flexibility to work remotely, while staying connected through virtual engagement
Opportunities to make a real impact in an industry that touches millions of lives
If you're ready to grow your career in a place that values your contributions and empowers your success, we invite you to join our team.
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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.
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.
EQUAL EMPLOYMENT OPPORTUNITY
LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.