Complaint Response Validation Specialist

LoanCare

Complaint Response Validation Specialist ensuring accuracy and compliance in borrower complaint responses. Reviewing written documentation and collaborating with internal teams to resolve issues.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $20 - $34 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in quality assurance and complaint management within mortgage servicing, ensuring compliance with federal and state regulations while providing actionable feedback to enhance response quality. Proficient in root cause analytics and adept at managing time and priorities in a high-volume environment.

Highest-signal resume keywords

Quality AssuranceComplaint ManagementRoot Cause AnalyticsMortgage Servicing RegulationsBlack Knight Products

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssuranceComplaint ManagementRoot Cause AnalyticsRegulatory ComplianceAnalytical AbilityTime ManagementMicrosoft Office

Soft Skills

Effective CommunicationCollaborationAdaptabilityProblem SolvingAttention to Detail

Tools & Technologies

Black Knight ProductsMSPLoanSphere

Industry Keywords

Mortgage ServicingFederal RegulationsState RegulationsCustomer AdvocacyEscalation Management

About the role

Key responsibilities & impact

Review written borrower complaint responses for accuracy, completeness, tone, and alignment with supporting documentation
Edit and refine responses to ensure clarity, professionalism, and adherence to company standards and brand expectations
Validate that all borrower concerns have been fully addressed and appropriately resolved
Ensure responses comply with applicable federal, state, investor, and client requirements, including regulatory complaint standards
Verify that all research, documentation, and conclusions cited in responses are accurate and supported by system records
Identify discrepancies, omissions, or potential risks and work with complaint owners to correct deficiencies
Partner with complaint owners and leadership to resolve issues identified during validation review
Provide clear, actionable feedback to improve quality and prevent recurring errors
Maintain accurate records of validation reviews, edits, and outcomes within designated systems
Contribute to quality reporting by tracking common errors, corrective actions, and performance metrics

Requirements

What you’ll need

High School Diploma or equivalent required
4-7 years of quality assurance, specifically within mortgage servicing
2-3 years of complaint management or customer advocacy or escalation management
Experience in root cause analytics
Knowledge of Black Knight products, including but not limited to MSP and LoanSphere preferred
Working knowledge of state/federal mortgage servicing regulations
Responsiveness/ability and open to changes in processes/procedures and the ability to receive and provide clear direction
Analytical and mathematical ability sufficient to identify potential issues
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
Ability to communicate effectively in writing, in person, and by telephone with all levels of the organization
Ability to use Microsoft Office applications.

Benefits

Comp & perks

Optional medical, dental, vision, life, and disability insurance
Paid holidays, vacation, and sick leave
Fidelity National Financial matching 401(k) and employee stock purchase plans
Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
Programs that celebrate achievements and milestones
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.