Mortgage Quality Assurance Associate
4 weeks ago
What You'll Do:
- Conduct the investigation, tracking, and resolution of client experience issues during the origination or servicing of a mortgage loan.
- Input, update, and close all inquiries in appropriate proprietary firm systems; file and catalogue all supporting inquiry documentation.
- Review/investigate allegations pertaining to Client complaints and draft necessary response communications adhering to company, legal and regulatory requirements.
- Discuss as appropriate any/all updates to inquiries with Private Bankers, Financial Advisors, Operations personnel and associated partners.
- Assist management in reviews of specific inquiries as needed.
- Aid in developing, updating, and publicizing training on inquiry policies/procedures.
- Manage inbound calls/e-mails from Clients, sales team, and third-party vendors.
- Produce and deliver monthly and ad hoc reporting to senior management.
- Maintain excellent working relationships with both internal and external partners.
- Complete additional assignments as directed by management.
- Ensuring third-party is providing best in class customer service to clients and customers.
- Reporting to Head of Client Experience Group (CEG).
What You’ll Bring:
- Minimum 5 years’ experience in mortgage originations/operations.
- Direct verbal and oral communication with client, field and operational partners in a client focused organization.
- Bachelor’s degree required.
- Legal/ Compliance experience preferred.
- Skills/Abilities:
- Top Skills:
- Detail-oriented
- Willing and eager to take on new project
- Team-player.
- Outstanding written, verbal, interpersonal and analytical skills.
- Deep knowledge of the mortgage originations industry and associated processes.
- A firm understanding of industry standard regulatory requirements
- Ability to:
- Manage processes and/or projects without supervision.
- Analyze complex issues and ensuring deliverables are met
- Manage time, prioritize and plan accordingly.
- Manage key relationships with internal/external stakeholders.
- Negotiate and influence clients on key deliverables and timelines.
- Top Skills:
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