Complaint Response Validation Specialist - Remote

LoanCare; United States; On-site; USD 27,552 - 46,838; Full time

Job summary

LoanCare is seeking a detail‑oriented reviewer to conduct independent reviews of borrower complaint responses, ensuring accuracy, completeness, regulatory compliance, and adherence to company standards.

You will validate research, supporting documentation, and response content to ensure borrower concerns are fully addressed, conclusions are well supported, and potential risks are identified and mitigated before responses are issued.

Qualifications

• 4-7 years of quality assurance within mortgage servicing.
• 2-3 years of complaint management or escalation management with root cause analytics experience.
• Knowledge of Black Knight MSP and LoanSphere preferred.
• Working knowledge of state/federal mortgage servicing regulations.
• Ability to communicate clearly and adapt to process changes.

Responsibilities

• Review borrower complaint responses for accuracy, completeness, tone, and alignment with documentation.
• Edit and refine responses to ensure clarity, professionalism and adherence to standards.
• Validate that all borrower concerns are fully addressed and appropriately resolved.

Skills

Quality assurance

Mortgage servicing

Complaint management

Root cause analytics

Regulatory compliance

Education

Bachelor's degree preferred

CRCM certification

Tools

Black Knight MSP

LoanSphere

Job description

Overview

Responsible for conducting independent reviews of borrower complaint responses to ensure accuracy, completeness, regulatory compliance, and adherence to company standards. This role serves as a critical quality control function by validating research, supporting documentation, and response content to ensure borrower concerns are fully addressed, conclusions are well‑supported, and potential regulatory or operational risks are identified and mitigated prior to response issuance.

Responsibilities

• Response Review & Editing
  
  
  
  • 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
  
  
  
  


• Quality Assurance & Compliance
  
  
  
  • 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
  
  
  
  


• Collaboration & Communication
  
  
  
  • Partner with complaint owners and leadership to resolve issues identified during validation review
  
  
  • Provide clear, actionable feedback to improve quality and prevent recurring errors
  
  
  • Communicate effectively with internal stakeholders regarding revisions, findings, and trends
  
  
  • Support training and mentoring of complaint response staff by sharing best practices and quality expectations
  
  
  • Participate in calibration sessions to ensure consistency in validation standards
  
  
  
  


• Documentation & Reporting
  
  
  
  • 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
  
  
  • Support preparation of reports and materials used for internal and client‑facing communications
  
  
  • All other duties as assigned.
  
  
  
  

Qualifications

• 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, and root cause analytics experience.


• Knowledge of Black Knight products, including but not limited to MSP and LoanSphere preferred.


• Working knowledge of state/federal mortgage servicing regulations.


• Responsiveness, adaptability to process changes, 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.

Desired Skills And Qualifications

• Bachelor’s degree preferred.


• Mortgage Banking Association certification, CRCM, or similar compliance certification.

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. Highlights include:

• 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.

Compensation Range

$20.43 - 34.28 per hour. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.

Work Conditions

Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Over time required as necessary.

Essential Functions

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

EQUAL EMPLOYMENT OPPORTUNITY

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.