What are the responsibilities and job description for the Quality Assurance Specialist position at Fay Group?
Founded in early 2008, Fay Servicing is committed to providing innovative servicing solutions for both performing and non-performing mortgage loans. As a specialty mortgage servicer who sees the customer behind every loan, we understand that our customers aren’t loan numbers — they’re homeowners.
Before founding our company, we conducted an exhaustive analysis of the mortgage servicing industry and gained valuable insight into the problems facing mortgage servicers and their customers. With that insight, we set out to build a different kind of servicing company from the ground up.
Come join us on our journey to serve our customers and be the leader in our industry! We are currently looking for a Quality Assurance Specialist to join our team!
Reporting to the AVP, Quality Assurance, the Quality Assurance Specialist (QAS) is responsible for monitoring and measuring adherence to operational and regulatory requirements.
The QAS screens a defined number of mortgage-related activities monthly to review and score for quality, compliance, and adherence to the policies and procedures of the organization. The role provides feedback to assist in the creation of performance improvement goals and the development of applicable remediation actions.
What you will do for Constructive Loans:
- Monitor departmental adherence to procedures, identify and log potential findings, and report issues to managers
- Conduct and perform operational and compliance reviews to assess the adequacy of internal controls
- Understand and apply established regulatory requirements and policies and procedures
- Execute detailed quality assurance procedures including reviewing transactions, documents, records and reports for accuracy and effectiveness and maintain a high quality of accuracy within reviews
- Develop domain knowledge of Fay’s business to include an understanding of department goals and company objectives
- Ensure compliance with Fay’s policies, processes, practices, and regulatory requirements
- Model ethical standards, professionalism and code of conduct
- Demonstrate behaviors that align with Fay's Values and Operating Principles
- Perform other duties and responsibilities as assigned
What you will bring to Constructive Loans:
- Bachelor’s degree in related field preferred (or equivalent combination of years of experience with High School diploma/ GED) required
- Previous experience in mortgage servicing
- 1 year of quality assurance experience
- 1 year in one or all of the following: foreclosure, escrow, bankruptcy, statements, payments, loss mitigation, or account management/customer service experience
- 1 year income calculation or experience with financial documentation a plus
- 1 year of payment/cash processing experience a plus
- Bilingual (Spanish/English) is a plus
- Experience effectively translating in both oral and written forms in Spanish to English dialog obtained through call monitoring preferred
- Demonstrated experience servicing clients in a fast-paced, dynamic work environment
- Proven ability to manage competing priorities or changing processes
- Intermediate knowledge of Microsoft Office products (Excel, Word, and Power Point
- Familiarity with Black Knight LPS/MSP/Director Premier is a plus
- Knowledge of Share Point, Auditing Software and Data conversions a plus
- Solid verbal and written communication skills
- Solid interpersonal skills
- Demonstrated analytical skills and problem-solving abilities
- Solid judgment and decision-making skills
- Strong time management skills
- Ability to work effectively in a fast-paced, dynamic environment
- Customer service/ client orientation
- Strong attention to detail
- Flexible, open to change, ability to learn new things quickly
- Collaborative; ability to work effectively with others
Equity and Inclusion are embedded into our way of working at Fay. We believe that the best ideas come from having a team that is diverse in backgrounds, experiences, and perspectives. We strive to ensure each of our employees feels valued, respected and included and is presented with equal opportunities to be successful here at Fay. We are proud to be an equal-opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information go to www.dhs.gov/E-Verify. E-Verify is a registered trademark of the U.S. Department of Homeland Security.
