Quality and Compliance Manager
AmeriHome Mortgage Company, LLC
full-time
Posted on:
Location Type: Office
Location: Irvine • California • Texas • United States
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Salary
💰 $107,395 - $132,661 per year
About the role
- support the Director to advocate for borrowers across all lines of business
- responsible for timely and accurate review of complaints
- auditing monthly complaint quality, sub-servicer functions, and internal complaint operations
- evaluate complaint documentation and records for adherence to and compliance with procedures and applicable regulatory requirements
- conduct quality control reviews of internal complaint operations’ primary processes
- reviews and audits consumer complaints received and responded to by servicers or internal AmeriHome departments
- identify discrepancies and opportunities for process improvement through root cause analysis of complaints and analysis of audit findings, management reports, and discussions with servicers
- alert appropriate management levels and internal departments to problems identified during routine quality reviews
- prepare and submit various weekly and monthly reports for management review
- compile and categorize data used for monthly operational metrics
- prepare audit findings reports for use internally as well as to communicate any findings
- create effective quality control and auditing policies and procedures as needed
- evaluate complaint remediation performance using a variety of tools such as scorecards, servicer management reports, and findings trend analysis
- supports the department to ensures that borrower escalations/complaints are handled within corporate and regulatory guidelines.
Requirements
- 5+ years of related experience in Audit, Compliance, Complaint Management, Risk Management, or Quality Control in Loan Servicing or similar field
- Bachelor's degree in related field required
- Entry level to intermediate knowledge of residential mortgage industry in Correspondent or Retail Lending; including sales, operations, capital markets and/or other residential mortgage products and services
- Advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices
- Advanced knowledge of auditing principles, practices, and regulations
- Aptitude for working with details as well as ability to analyze process gaps
- Ability to research and analyze data and process discrepancies
- Ability to resolve issues exercising sound judgment, initiative, and strong critical thinking skills
- Ability to effectively deal with people in various job capacities
- Strong listening, written, and verbal communication skills are crucial to the position
- Ability to work independently, prioritize, organize, and multi-task in order to maintain established standards and consistently meet deadlines
- Ability to change rapidly and often
- Intermediate to advanced proficiency in MS Offices Suite – Word, Excel, PowerPoint; SalesForce application knowledge a plus
- Advanced speaking and writing communication skills.
Benefits
- competitive salaries
- an ownership stake in the company
- medical and dental insurance
- time off
- a great 401k matching program
- tuition assistance program
- an employee volunteer program
- a wellness program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
auditcompliancecomplaint managementrisk managementquality controlregulatory complianceauditing principlesdata analysisprocess improvementroot cause analysis
Soft Skills
critical thinkingproblem solvingcommunicationattention to detailorganizational skillsindependenceprioritizationmulti-taskingadaptabilityinterpersonal skills