Senior Homeowner Advocacy Analyst – Servicing

• Identify, investigate, respond to, and track borrower, investor, and regulatory inquiries or complaints
• Assist and support borrowers and investors with concerns
• Collaborate with internal departments and cross-functional teams to resolve customer concerns
• Proofread and conduct second-level reviews of team documentation
• Keep Compliance management teams informed and resolve issues promptly
• Develop and maintain knowledge of federal and state consumer protection laws, mortgage regulations, and policies
• Manage caseloads and ensure follow-up and closure meet department and regulatory standards
• Resolve complaints efficiently with minimal customer effort
• Support internal remediation activities and compliance reviews
• Conduct trend analysis and root cause investigations
• Design, test, and implement mortgage compliance review policies, procedures, and test plans
• Monitor business processes and controls and coordinate timely correction of identified errors
• Perform related duties assigned by management

• Bachelor’s degree or higher
• 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
• Demonstrated experience managing relationships with internal and external partners
• Proficiency in collecting, analyzing, and interpreting customer complaint data
• Familiarity with relevant industry regulations and compliance standards
• Proficiency in conflict resolution techniques
• Strong verbal and written communication skills
• Proficient with Microsoft PowerPoint, Excel, Word, and Outlook
• Willingness to learn about products, policies, and procedures
• Ability to work on-site at the assigned office location
• Regular and punctual attendance
• Flexibility to work adjusted schedules, overtime, evenings, and/or weekends as needed
• Ability to communicate effectively verbally in English
• Smart phone meeting Company security standards and able to install apps such as Okta Verify and Microsoft Authenticator

Demonstrates expertise in mortgage compliance, including interpreting regulations and managing customer inquiries. Proficient in conflict resolution and data analysis to support compliance and operational excellence.

• Mortgage Compliance Expertise
• Regulatory Inquiry Management
• Data Analysis and Interpretation
• Conflict Resolution Techniques
• Cross-Functional Collaboration

• Mortgage Regulatory Interpretation
• Business Controls
• Compliance Review Procedures
• Trend Analysis
• Root Cause Investigation

• Strong Verbal Communication
• Strong Written Communication
• Relationship Management
• Customer Service Orientation

• Consumer Protection Laws
• Mortgage Regulations
• Compliance Standards
• Mortgage Industry Experience

• Microsoft Power Point
• Microsoft Excel
• Microsoft Word
• Microsoft Outlook