Primary Function:

The Senior Homeowner Advocacy Analyst - Servicing plays a pivotal role in the Compliance department, utilizing analytical and investigative skills to identify, investigate, respond to and track borrower, investor, and regulatory inquiries or complaints. This multifaceted position is dedicated to assisting and supporting borrowers and investors with their concerns while collaborating closely with internal departments. The Senior Homeowner Advocacy Analyst - Servicing also serves as a key resource for proofreading and conducting second-level reviews within their team, ensuring the accuracy and quality of documentation. The primary objective is to keep Compliance management teams informed and swiftly resolve any potential issues or concerns. We are seeking a candidate with exceptional writing skills, capable of crafting clear, concise, and comprehensive documentation to support these efforts.

Principal Duties:

• Strong focus on accuracy and the ability to present complex information in an understandable manner. This includes an eye for grammatical precision and the ability to adapt language and style to suit the needs of the borrower, investor, or regulator.
• Develops and maintains working knowledge of all federal and state consumer protection laws, mortgage regulations and policies.
• Effectively manages caseloads to ensure that follow-up and case closure adhere to department standards and state or federal specific regulatory mandates.
• Makes informed judgments and resolves complaints efficiently with minimal customer effort.
• Supports internal remediation activities and compliance reviews.
• Evaluates compliance matters through trend analysis, root cause investigations, and collaboration with process owners to rectify identified errors.
• Works collaboratively with cross-functional teams to ensure prompt resolution of customer concerns.
• Designs, tests, and implements short-term and long-term mortgage compliance review policies, procedures, and test plans to improve servicing compliance.
• Acquires and maintains an elevated level of understanding of mortgage servicing policies and procedures.
• Provides oversight and monitoring of business processes and controls and works with other departments to ensure errors identified are corrected timely.
• Performs related duties as assigned by management.

Education and Experience:

• Bachelor's degree or higher, with professional certifications considered advantageous.
• 5+ years' experience in business controls, compliance, or audit.
• 5+ years' experience in the mortgage industry.
• Proficiency with interpreting mortgage regulatory mandates and evaluating mortgage servicing documentation.
• Expertise in researching mortgage accounts to accurately identify and rectify potential errors with precision and efficiency.
• Demonstrated experience effectively managing relationships with internal and external partners.

Knowledge, Skills, and Abilities:

• Data Analysis and Reporting: Proficiency in collecting, analyzing, and interpreting data related to customer complaints, and ability to evaluate reporting trends for management review.
• Regulatory Compliance Knowledge: Familiarity with relevant industry regulations and compliance standards to ensure that complaint handling processes adhere to legal requirements and industry best practices.
• Conflict Resolution Skills: Proficiency in conflict resolution techniques to de-escalate tense situations, negotiate satisfactory resolutions, and maintain positive customer relationships.
• Communication Skills: Strong verbal and written communication skills to interact with customers, internal teams, and stakeholders professionally and effectively.
• Proficient with Microsoft - PowerPoint, Excel, Word & Outlook.
• To excel in this role, one should naturally embody empathy, possess strong analytical abilities, excel in communication, and demonstrate a keen willingness to learn about our products, policies, and procedures. Thriving in a demanding environment, embracing challenges with enthusiasm and determination, is essential.

Work Environment and Physical Requirements:

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Additional Information

While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Employees and applicants acknowledge that this is not a remote role. Individuals in this role are required to be on-site to complete essential job duties, absent extenuating circumstances.

Additional Information:

While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.