Location: Montebello, NY Description: Our client is currently seeking a Consumer Quality Assurance Associate W2 Only
This job will have the following responsibilities:
You will manage the consumer complaint process for Residential and Consumer Loan Operations department and have oversight over complaints received by Dovenmuehle, in addition to miscellaneous client inquiries.
Position is designed to resolve consumer complaints quickly before they escalate to a written or Regulatory complaint, to prevent more risk and exposure, and improve the overall customer experience.
They will also be responsible for the outreach efforts and further communication to consumers, after the complaint is received.
Manage the resolution of consumer banking complaints and inquiries (both verbal & written) received through all channels, inclusive of the Consumer Financial Protection Bureau (CFPB), Office of the Comptroller of the Currency (OCC), NYS Department of Financial Services, and Better Business Bureau (BBB), Presidential Letter and Dovenmuehle.
Research the consumer's loan to determine the problem and next steps toward resolution. Facilitate remediation by analyzing and understanding the servicing systems Dovenmuehle, and Signature. Also, understanding payment/transaction summaries, escrow analyses, insurance documents, loan origination documents, tax lines, loss mitigation documents, principal and interest and processes.
Follow up with managers on tasks that their department needs to complete before a resolution can be reached for the consumer.
Track, resolve and ensure appropriate handling of client complaints by properly logging them in the appropriate system, notating a detailed explanation of the issue and resolution, and correctly routing for reporting purposes. Intake and updating of internal tracking system called CCT.
Research issues such as outstanding satisfactions, assignments, air rights, release of liabilities, assumptions and other client inquiries leveraging all tools inclusive of reaching out to law firms, county offices and supporting vendors to obtain necessary information for resolution.
Evaluate loan documentation to ensure compliance with agency/state/federal/investor guidelines
Ensure compliance with all regulations, policies, and procedures.
Qualifications & Requirements:
For this position, 3 - 5 years Mortgage servicing experience preferred.
Demonstrated experience in addressing client service-related issues independently, tactfully and confidently.
Experience dealing with customer complaint issues preferred
Experience with complaint resolution preferred and research, and respond to consumer and regulatory inquiries within required timelines
Knowledge in preparing lien releases, and Subordinations based on Investor's guidelines.
Strong reading comprehension and written communication skills
Ability to manage and prioritize multiple projects simultaneously and work within deadlines
Experience with Black Knight and with multiple aspects of loan servicing.
Experience conducting root cause analyses and/or helping to implement new processes preferred
Candidates with advanced degrees (Associates, Bachelor's, and/or Master's) preferred, yet a High School diploma or GED is required. Candidates with some combination of coursework and experience, or else extensive related professional experience, are eligible for consideration.
Excellent verbal and written communication, research and interpersonal skills.
Ability to work independently with minimal direction and to meet deadlines
Ability to work collaboratively with peers in a team environment to attain common goals
Familiarity of state and federal laws and regulations applicable to the servicing of residential and consumer loans
Committed to improving the client experience
This job and many more are available through The Judge Group. Find us on the web at www.judge.com
This job has expired.
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