OverviewThe Customer Response Quality & Oversight Manager is responsible for leading a team that reviews borrower complaint responses to ensure accuracy, quality, and adherence to internal standards and regulatory requirements. This role oversees quality performance, identifies trends and risks, and drives continuous improvement through analytics, reporting, and crossfunctional collaboration.
Responsibilities
Team Leadership & Development
- Manage, coach, counsel, and develop a team responsible for reviewing borrower complaint responses.
- Lead performance management activities, including goal setting, feedback, and ongoing coaching.
- Develop and deliver training initiatives to enhance team effectiveness, analytical capabilities, and quality standards.
- Foster a culture of accountability, continuous improvement, and customer-focused decision-making.
Validation Oversight
- Oversee the review of borrower complaint responses to ensure accuracy, completeness, and alignment with supporting documentation.
- Monitor the quality and timeliness of validation activities, ensuring adherence to established service levels and performance standards.
- Provide independent and objective evaluation of the control environment related to complaint handling and resolution.
- Identify trends, defects, and areas of risk, and escalate findings to senior leadership as appropriate.
Monitoring & Reporting
- Monitor activities related to complaint resolution and provide action-oriented insights to department peers and senior leaders.
- Develop, enhance, and oversee reporting and analytics to measure the team’s performance, trends, and opportunities found in response reviews.
- Track and report on key quality metrics, including error rates, rework, and compliance adherence found in response reviews.
Collaboration & Communication
- Establish and maintain strong, productive relationships across departments and business lines.
- Communicate findings, risks, and recommendations clearly to stakeholders at all levels.
- Lead meetings, calibration sessions, and project discussions with leadership and business partners.
- Coordinate cross-functional efforts to address identified issues and drive sustainable improvements.
- All other duties as assigned.
Qualifications
- Required Skills and Qualifications
- High School Diploma or equivalent required.
- 5+ years of experience in quality assurance, specifically within mortgage servicing.
- 5+ years of previous supervisory/management experience
- Experience in root cause analytics.
- Knowledge of state/federal laws and regulations applicable to the servicing of mortgage loans.
- Knowledge of ICE products, including but not limited to MSP and LoanSphere.
- Proficient in Microsoft Office applications.
- Responsive and open to change in processes and the ability to receive and provide clear direction.
- Ability to adapt to frequently changing processes and procedures.
- Analytical and mathematical ability sufficient to identify potential issues.
- Ability to communicate effectively both in writing, in person, and by telephone with all levels of the organization.
- 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 .
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:
- 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 free Calm memberships, and initiatives that promote physical and emotional well-being
- Employee Recognition: Programs that celebrate achievements and milestones
- Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.
Compensation Range: $74,600 - $139,800 annually. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.
