Complaint Response Validation Specialist - Remote

LoanCare • ,

3d • $20 - $34 • Remote

About The Position

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.

Requirements

• 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

Nice To Haves

• Bachelor’s degree preferred
• Mortgage Banking Association certification, CRCM, or similar compliance certification

Responsibilities

• 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
• 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
• 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
• 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.

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
• Discounts on gym memberships, pet insurance, and employee purchasing programs
• Tuition reimbursement program that supports your continued education and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED