[Hiring] Complaint Response Validation Specialist @LoanCare

Role Description

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.

Benefits

• 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.
• 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.