Business Control Specialist II
About The Position
The Business Controls Specialist II is a key member of the Business Controls Development team within Originations. This role is responsible for the end-to-end investigation and resolution of customer complaints. The ideal candidate possesses a deep understanding of the mortgage origination lifecycle and acts as a neutral investigator to identify root causes, ensure regulatory compliance, and facilitate timely resolutions. The Business Controls Specialist II will: Deep-Dive Investigation: Conduct thorough research into customer complaints by reviewing internal systems, analyzing loan documentation, and auditing recorded calls to reconstruct the customer experience. Root Cause Analysis: Identify whether a complaint stems from a process gap, a technical error, or a lapse in policy, providing clear feedback to the Business Controls leadership team. Cross-Functional Collaboration: Partner with internal and external teams to ensure that complaint findings are integrated into broader control frameworks. Drafting & Documentation: Produce high-quality, professional summaries of findings and assist Complaints Writers in crafting accurate, compliant responses to customers and regulatory bodies. SLA Management: Manage a personal pipeline of active cases, ensuring all investigations are completed within mandated internal and external timelines. Risk Mitigation: Flag "material risks" or emerging trends identified during investigations that could lead to operational loss or compliance violations. Process Improvement: Recommend specific remediation actions or updates to existing Policies and Procedures based on recurring complaint patterns. Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values
Requirements
- Bachelor’s degree or equivalent work experience
- 5+ years of relevant work experience
- Financial services industry experience required; mortgage industry experience in the originations area preferred
- Strong knowledge of investor guidelines, FNMA, FHMLC, FHA, VA preferred
- Intermediate Microsoft office skills-particularly Excel, Word and Visio
Nice To Haves
- Prior change management, process improvement, project management, program management or audit experienced preferred
Responsibilities
- Deep-Dive Investigation: Conduct thorough research into customer complaints by reviewing internal systems, analyzing loan documentation, and auditing recorded calls to reconstruct the customer experience.
- Root Cause Analysis: Identify whether a complaint stems from a process gap, a technical error, or a lapse in policy, providing clear feedback to the Business Controls leadership team.
- Cross-Functional Collaboration: Partner with internal and external teams to ensure that complaint findings are integrated into broader control frameworks.
- Drafting & Documentation: Produce high-quality, professional summaries of findings and assist Complaints Writers in crafting accurate, compliant responses to customers and regulatory bodies.
- SLA Management: Manage a personal pipeline of active cases, ensuring all investigations are completed within mandated internal and external timelines.
- Risk Mitigation: Flag "material risks" or emerging trends identified during investigations that could lead to operational loss or compliance violations.
- Process Improvement: Recommend specific remediation actions or updates to existing Policies and Procedures based on recurring complaint patterns.
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization’s desired culture and values
Benefits
- Comprehensive Medical, Dental, and Vision
- Paid Time Off Programs including vacation, holidays, illness, and parental leave
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
- Retirement benefits, life insurance, 401k match, and tuition reimbursement
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
