Customer Response Quality & Oversight Manager- Remote

Responsibilities

• Manage, coach, counsel, and develop a team responsible for reviewing borrower complaint responses.
• Lead performance management activities, including goal setting, feedback, and ongoing coaching.
• Develop and deliver training initiatives to enhance team effectiveness, analytical capabilities, and quality standards.
• Foster a culture of accountability, continuous improvement, and customer-focused decision-making.
• Oversee the review of borrower complaint responses to ensure accuracy, completeness, and alignment with supporting documentation.
• Monitor the quality and timeliness of validation activities, ensuring adherence to established service levels and performance standards.
• Provide independent and objective evaluation of the control environment related to complaint handling and resolution.
• Identify trends, defects, and areas of risk, and escalate findings to senior leadership as appropriate.
• Monitor activities related to complaint resolution and provide action-oriented insights to department peers and senior leaders.
• Develop, enhance, and oversee reporting and analytics to measure the team’s performance, trends, and opportunities found in response reviews.
• Track and report on key quality metrics, including error rates, rework, and compliance adherence found in response reviews.
• Establish and maintain strong, productive relationships across departments and business lines.
• Communicate findings, risks, and recommendations clearly to stakeholders at all levels.
• Lead meetings, calibration sessions, and project discussions with leadership and business partners.
• Cookordination cross-functional efforts to address identified issues and drive sustainable improvements.

Qualifications

• High School Diploma or equivalent required.
• 5+ years of experience in quality assurance, specifically within mortgage servicing.
• 5+ years of previous supervisory/management experience.
• Experience in root cause analytics.
• Knowledge of state/federal laws and regulations applicable to the servicing of mortgage loans.
• Knowledge of ICE products, including but not limited to MSP and LoanSphere.
• Proficient in Microsoft Office applications.
• Responsive and open to change in processes and the ability to receive and provide clear direction.
• Analytical and mathematical ability sufficient to identify potential issues.
• Ability to communicate effectively both in writing, in person, and by telephone with all levels of the organization.
• Ability to manage time and priorities wisely.
• Ability to grasp concepts quickly, make sound decisions, and resolve issues.
• Ability to work in a high-volume and time-sensitive environment.
• Ability to multitask, prioritize work assignments, work independently with minimal direction, and effectively meet deadlines.
• Ability to work collaboratively with peers in a team environment to attain common goals.

Benefits

• Total Rewards LoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement.
• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance.
• Time Off: Paid holidays, vacation, and sick leave.
• Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans.
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being.
• Employee Recognition: Programs that celebrate achievements and milestones.
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

Pay

Compensation Range: $74,600 - $139,800 annually.

Schedule

Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.