Customer Response Quality & Oversight Manager

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

📋 Description

• Lead, mentor, guide, and develop a team dedicated to assessing borrower complaint responses.

• Supervise the evaluation of borrower complaint responses to guarantee accuracy, thoroughness, and consistency with supporting documentation.

• Track the quality and punctuality of validation efforts, ensuring compliance with established service levels and performance metrics.

• Provide an independent and impartial assessment of the control environment concerning complaint management and resolution.

• Oversee activities related to complaint resolution and offer actionable insights to department colleagues and senior management.

• Create, refine, and manage reporting and analytics to gauge the team's performance, identify trends, and uncover opportunities within response evaluations.

• Cultivate and sustain strong, effective relationships across various departments and business lines.

• Clearly communicate findings, risks, and recommendations to stakeholders at all organizational levels.

⛳️ Requirements

• A High School Diploma or equivalent is mandatory.

• A minimum of 5 years of experience in quality assurance, particularly in mortgage servicing.

• At least 5 years of prior supervisory or management experience.

• Proficient in root cause analysis.

• Familiarity with state and federal laws and regulations related to mortgage loan servicing.

• Knowledge of ICE products, including but not limited to MSP and LoanSphere.

• Proficient in Microsoft Office Suite.

• Responsive and adaptable to changes in processes, with the ability to receive and provide clear guidance.

• Capacity to adjust to frequently changing processes and procedures.

• Strong analytical and mathematical skills necessary for identifying potential issues.

• Effective communication abilities, both written and verbal, with all organizational levels.

• Skillful in time management and prioritizing tasks effectively.

• Quick learner with the ability to make sound decisions and resolve issues efficiently.

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

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

• Ability to collaborate with peers in a team-oriented environment to achieve common objectives.

🏝️ Benefits

• 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 complimentary Calm memberships, and initiatives promoting physical and emotional well-being.

• Employee Recognition: Programs celebrating achievements and milestones.

• Lifestyle & Learning Perks: Discounts on gym memberships, pet insurance, and employee purchasing programs, along with access to a tuition reimbursement program supporting your ongoing education and professional development.