Mortgage Quality Assurance Associate

4 weeks ago


New York, United States Hired by Matrix Full time $44
Job DescriptionJob Description

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.
Company DescriptionHired by Matrix believes in the human touch and starts every partnership with an in-depth conversation. By talking with our clients about their hiring needs and listening to job seekers describe their career goals, we build an understanding of what they are looking for and work hard to make it happen.Company DescriptionHired by Matrix believes in the human touch and starts every partnership with an in-depth conversation. By talking with our clients about their hiring needs and listening to job seekers describe their career goals, we build an understanding of what they are looking for and work hard to make it happen.

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