Complaint Response Validation Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate written borrower complaint responses for accuracy, completeness, tone, and alignment with supporting documentation.

• Edit and enhance responses to guarantee clarity, professionalism, and compliance with company standards and brand expectations.

• Confirm that all borrower concerns have been thoroughly addressed and properly resolved.

• Ensure that responses adhere to relevant federal, state, investor, and client requirements, including regulatory complaint standards.

• Validate that all research, documentation, and conclusions referenced in responses are accurate and substantiated by system records.

• Identify discrepancies, omissions, or potential risks and collaborate with complaint owners to rectify deficiencies.

• Work alongside complaint owners and leadership to resolve issues uncovered during the validation review.

• Provide clear and actionable feedback to enhance quality and prevent recurring mistakes.

• Keep precise records of validation reviews, edits, and results within designated systems.

• Contribute to quality reporting by monitoring common errors, corrective measures, and performance metrics.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• 4-7 years of experience in quality assurance, particularly in mortgage servicing.

• 2-3 years of experience in complaint management, customer advocacy, or escalation management.

• Proficient in root cause analytics.

• Familiarity with Black Knight products, such as MSP and LoanSphere, is preferred.

• Understanding of state and federal mortgage servicing regulations.

• Ability to be responsive and adaptable to changes in processes and procedures, as well as to receive and give clear direction.

• Strong analytical and mathematical skills to identify potential issues.

• Competence in managing time and priorities effectively.

• Quick to grasp concepts, make sound decisions, and resolve issues.

• Capability to thrive in a high-volume and time-sensitive environment.

• Proficiency in multitasking, prioritizing work assignments, working independently with minimal direction, and effectively meeting deadlines.

• Ability to collaborate effectively with peers in a team setting to achieve common goals.

• Excellent communication skills in writing, in person, and by telephone with all levels of the organization.

• Proficient in using Microsoft Office applications.

🏝️ 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 promoting physical and emotional well-being.

• Programs that celebrate achievements and milestones.

• Discounts on gym memberships, pet insurance, and employee purchasing programs, along with access to a tuition reimbursement program that supports your continued education and professional growth.