Quality Control Analyst - Servicing

Description

SUMMARY:

Organizes, creates, and performs quality control audits of mortgage servicing. Professional and administrative work associated primarily with reviewing, maintaining, and applying all agency, investor, federal, state, and local regulations/guidelines to ensure compliance with mortgage servicing requirements. Must be able to maintain high levels of service to management, employees, clients, and partners.

ESSENTIAL RESPONSIBILITIES & DUTIES:

Level I

• Ensures timely completion of monthly and quarterly mortgage servicing audits.
• Supports the servicing team by completing reviews and citing accurate, concise, and constructive audit exceptions.
• Works with the quality control team to complete all required audit tasks for each workgroup in a timely fashion according to prescribed QC turn times.
• Analyzes individual loan files and determines compliance with federal and state regulations as well as lender and investor guidelines.
• Provides quality loss mitigation, early payment default, and other delinquent/default loan servicing reviews.
• Reviews new servicing loan set up, mortgage insurance premium billing, customer service, successor in interest, escrow administration, ARM adjustments, loan transfers, complaints, and paid-in-full files on a timely basis each quarter for all clients.
• Follows QC policies and procedures to ensure compliance with scopes of work.
• Effectively incorporates feedback and new regulatory training into upcoming reviews.
• Validates data integrity of loan in servicing systems.
• Escalates red flags/evidence of fraud and/or misrepresentation to management immediately.
• Reviews credit reports and investor reports for accuracy regarding delinquent or negative credit reporting information.
• Evaluates servicing phone calls by manager request to ensure the customer service department maintains requirements when speaking with consumers.

Level II

• Must be able to perform all responsibilities and functions listed for Level I with a high degree of independence
• Act as resource/subject matter expert for the servicing QC team, Servion, and our credit union QC partners.
• Able to perform reviews effectively and efficiently in all AOIs/workgroups for Servion as well as clients.
• Assist with exception editing, file checks, and escalated fraud/misrepresentation reviews, as needed.

Level III

• Must be able to perform all responsibilities and functions listed for Levels I & II with a high degree of independence
• Creates, selects, and assigns loans in audit workgroup amongst all analysts.

• Able to monitor and assist with production management.
• Engage in verbal and written communication with our credit union QC partners and internal Servion staff, as needed.

• Work with management on setting monthly and quarterly departmental goals for QC servicing team
• Aid in the creation and updating of servicing QC policies, procedures, and training materials.
• Assist management with annual performance reviews for servicing QC team, as needed.
• Lead, guide, mentor, and train entire servicing QC team.
• Manage individual and department pipelines to ensure reviews are being conducted efficiently and effectively within the required turn-times.
• Ensure workload (servicing QC production and remediation) is accounted for and properly distributed during times when staff are on PTO.
• Effectively communicate changes to Servion QC policy and procedures and ensure QC servicing team is adhering to Servion and clients QC policies and procedures.
• Actively assist management in developing process improvements and efficiencies for servicing QC team.
• Assist management with software related items, as needed.
• Other duties/special projects as assigned by management.

ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES:

Required:

• Knowledge of policies, principles, and practices of mortgage loan processing, underwriting, and servicing.
• Familiarity with mortgage loan servicing documentation.
• Ability to multi-task between analytical projects and adapts to modification of the work flow.
• Ability to prioritize in a high volume, high paced dynamic environment.
• Demonstrated critical thinking skills.
• Strong analytical skills with a high attention to detail.
• Proficient in Microsoft Office applications (i.e., Excel, Teams, Outlook, Word, etc.)
• Strong written and verbal communication skills.
• Works well with others in a team environment as well as independently.

• Ability to identify delinquency on a credit report.
• Familiarity with federal, state, local, and investor/agency requirements regarding residential mortgage loan servicing.

Preferred:

• FICS, DMI, and/or Encompass experience.
• Mortgage servicing experience.
• Red flag/fraud investigation experience.
• Experience researching rules and regulations, i.e., utilizing AllRegs.

COMPENSATION: $21.25 – $26.15 per hour

Servion has provided a salary range that represents its good faith estimate of what the company may pay for the position at the time of posting. The specific salary offered will be determined based on factors such as the qualifications of the selected candidate, departmental budget, internal salary equity considerations, and available market information.

General Description of Benefits:
All full-time employees are eligible for Medical Insurance, Telehealth Services, Dental Insurance, Vision Insurance, Life Insurance, Short-term Disability, Long-term Disability, Legal and Identity Theft Protection, Critical Illness Insurance, Hospital Insurance, Accident Insurance, Participation in 401k Plan with up to 5% company match, and Variable Bonus Pay.

Qualifications

Education: High School Diploma

Experience: 2 years mortgage servicing or QC servicing experience.

Licenses/Certifications: none

Salary : $21 - $26