Analyst - Mortgage Complaints & UDAAP Testing

Treliant (Acquired by Huron - 2025); United States; Remote; USD 34,440 - 103,320; Full time

Benefits offered by this job

Flexible benefits package

Competitive health benefits

401k plan

Incentive pay

Job summary

A consulting firm in financial services is seeking Analysts to test mortgage complaints and UDAAP related issues for key banking clients. This remote position requires 5+ years of mortgage customer service experience and a Bachelor's degree. Ideal candidates will have strong project management skills and proficiency with relevant software tools. The role involves analyzing call center communications, reporting findings, and maintaining client relations, all within a diverse and inclusive work environment.

Qualifications

• 5+ years of relevant or applicable work experience in mortgage customer service.
• Ability to analyze complex problems using data from multiple sources.
• Strong collaborative and interpersonal skills.

Responsibilities

• Perform testing activities by listening to mortgage customer service call center communications.
• Identify whether calls constitute complaints per specified definitions.
• Update testing systems to report identified observations, errors, and failures.

Skills

Mortgage customer service experience

Proficiency with Black Knight’s MSP

Advanced Excel skills

Strong project and time management skills

Excellent written and verbal communication skills

Collaborative and interpersonal skills

Education

Bachelor’s degree from an accredited college or university

Tools

Microsoft Word

Microsoft PowerPoint

Job description

Treliant is an essential consulting firm serving banks, mortgage originators and servicers, fintechs, and other companies providing financial services globally. We are led by practitioners from the industry and the regulatory community who bring deep domain knowledge to help our clients drive business change and address the most pressing compliance, regulatory, and operational challenges.

We provide data-driven, technology-enabled consulting, implementation, staffing, and managed services solutions to the regulatory compliance, risk, credit, financial crimes, and capital markets functions of our clients.

Founded in 2005, Treliant is headquartered in Washington, DC, with offices across the United States, Europe, and Asia.

Treliant is committed to fostering a diverse, equitable and inclusive environment that values and embraces all races, religions, ages, abilities, genders, sexual orientations, ethnicities, languages, nationalities, political parties, socioeconomic groups and other characteristics that inform an individual's worldview, experiences and system of beliefs ("the principles"). We believe in championing every voice and ensuring everyone’s full potential.

Treliant is looking for Analysts to focus on testing mortgage complaints and UDAAP related issues with key banking clients.

Responsibilities

• Perform testing activities by listening to mortgage customer service call center telephone communications and comparing documented system of record notes to the call
• Identify whether calls constitute a complaints accordance with specified definitions
• Identify whether there may be UDAAP/UDAP concerns
• Update testing systems to report identified observations, errors and failures
• Explain and support findings
• Contribute to the regular status reporting
• Maintain flexibility with respect to assigned tasks due to changing deadlines, deliverables, and priorities
• Relate effectively with clients at all levels, both internally and externally, and adapt to different styles and expectations in order to deliver high-quality work

Qualifications

• 5+ years of relevant or applicable work experience
• Bachelor’s degree from an accredited college or university
• Mortgage customer service experience to include identification and documentation of complaints and UDAAP regulations
• Proficiency with Black Knight’s MSP, Microsoft Word, Excel and PowerPoint (advanced Excel skills are a plus)
• Strong project and time management skills and the ability to manage multiple priorities and to contribute to deliverables with varying scope and complexity
• Ability to analyze complex problems using data from multiple sources
• Excellent written and verbal communication skills and good judgment in what and how to communicate internally and externally
• Ability to communicate with confidence and demonstrate social awareness
• Strong collaborative and interpersonal skills

Benefits

Primary Location: Remote

Primary Location Salary Range: $25/hr - $75/hr

Treliant offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefit package that reflects our commitment to creating a diverse and supportive workplace. In addition to a competitive base salary, candidate is eligible for incentive pay as well as a full range of health benefits, vacation plan, and 401k plan.

If you want to be part of a dynamic team of professionals, we invite you to join the team at Treliant. We invest in people, and challenge you to advance your career while achieving your aspirations and goals. Here at Treliant, we pride ourselves on our collaborative team culture, where we embrace diversity of thought and innovation. If you strive for excellence and seek an inclusive environment apply online treliant.com and follow us on LinkedIn.

Right to Work

Treliant is not in the position to provide sponsorship for this current position and so applicants must be able to work in the United States without requiring sponsorship.

Please note, Treliant receives a high volume of applications for all roles. While we will endeavor to respond to all applicants, this is not always possible. Should you not receive a response to your application within 2 weeks, it is likely that you will have been unsuccessful on this occasion. However, we would like to retain your details on our systems and may contact you should another potentially suitable vacancy arise.

Treliant LLC is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, sexual orientation, genetic information, religion, age, disability, or military status in employment or provision of services. When contacted for an interview, an applicant who requires special accommodations due to a disability should notify the office so that proper arrangements can be made .