Complaint Response Validation Specialist - Remote
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:
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Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
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Time Off: Paid holidays, vacation, and sick leave
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Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
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