Mortgage Complaint Response QA Specialist

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

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.