The Sr 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 Sr 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.

List of required duties below. Distinguish on-site duties with a *.

• 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.

*These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site may still require partial on-site work to perform the role satisfactorily.

Required 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.

Required knowledge, skills, and ability.

• 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.

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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.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.