Servicing Oversight Analyst II - Call Monitoring & Complaints

Finance Of America Reverse • Conshohocken, PA

17d • $65,000 - $80,000

About The Position

Purpose of Role Responsible for monitoring and evaluating subservicer call quality, complaint handling, and related servicing activities to ensure compliance with company standards, regulatory expectations, and investor guidelines. Conducts call monitoring reviews, analyzes complaint trends, assesses operational controls, and identifies emerging risks that may affect the borrower experience. Supports continuous improvement by providing insights, evaluating subservicer performance, and escalating issues that require corrective action. Key Responsibilities and Expectations Analyzes and performs quality reviews to evaluate subservicer performance and adherence to servicing expectations. Conducts call monitoring testing to assess whether agents provide accurate, professional, and empathetic responses to borrowers. Reviews written complaint responses and evaluates complaint trends to identify potential servicing deficiencies or risk areas. Performs ongoing oversight of business controls, including coordination of testing activities, root cause analysis, and evaluation of key performance and risk metrics. Identifies existing and emerging risks related to call center operations, complaint handling, and other monitored activities. Ensures risks associated with business activities are effectively identified, monitored, documented, and escalated to management as appropriate. Adheres to servicing oversight policies, procedures, and compliance requirements governing oversight activities. Monitors monthly performance reports, issue logs, and exception reporting to evaluate subservicer operational integrity and compliance with expectations. Collaborates with internal partners to support continuous improvement of complaint management processes and borrower experience outcomes. Performs other duties as assigned.

Requirements

• Minimum 3 years of experience in the mortgage servicing industry.
• Strong analytical skills with the ability to identify trends and assess root causes across call monitoring and complaint data.
• Familiarity with CFPB regulations, GSE guidelines, and FHA/HUD requirements as they relate to call center and borrower-facing interactions.
• Strong written and verbal communication skills with the ability to evaluate call quality and provide clear, structured feedback.
• Effective problem-solving, critical-thinking, and research abilities.
• Ability to collaborate effectively with cross-functional teams in a fast-paced and high-visibility environment.
• Strong interpersonal skills with a commitment to teamwork, open communication, and high performance.
• Ability to apply strategic thinking when assessing operational risks, borrower impacts, and potential remediation actions.
• Knowledge of servicing operations in areas such as performing loan processes, complaint management, call center operations, and default servicing.
• Demonstrated proficiency in Microsoft Office tools (Excel, Word, Outlook) and the ability to adapt to new technologies and systems.

Responsibilities

• Analyzes and performs quality reviews to evaluate subservicer performance and adherence to servicing expectations.
• Conducts call monitoring testing to assess whether agents provide accurate, professional, and empathetic responses to borrowers.
• Reviews written complaint responses and evaluates complaint trends to identify potential servicing deficiencies or risk areas.
• Performs ongoing oversight of business controls, including coordination of testing activities, root cause analysis, and evaluation of key performance and risk metrics.
• Identifies existing and emerging risks related to call center operations, complaint handling, and other monitored activities.
• Ensures risks associated with business activities are effectively identified, monitored, documented, and escalated to management as appropriate.
• Adheres to servicing oversight policies, procedures, and compliance requirements governing oversight activities.
• Monitors monthly performance reports, issue logs, and exception reporting to evaluate subservicer operational integrity and compliance with expectations.
• Collaborates with internal partners to support continuous improvement of complaint management processes and borrower experience outcomes.
• Performs other duties as assigned.

Benefits

• We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees