OOP QC Analyst

3M HEALTHCARE; Westlake Village (CA); On-site; USD 76,405 - 94,381; Full time

Benefits offered by this job

Medical and dental insurance

401(k) matching

Tuition assistance

Employee volunteer program

Wellness program

Job summary

AmeriHome Mortgage in Westlake Village, CA seeks an OOP QC Analyst to strengthen our complaint management and quality control processes. You will review complaints for compliance, audit sub-servicer functions, and evaluate documentation against procedures and regulatory requirements.

This role requires 5+ years in complaint management or loan servicing, a bachelor’s degree, and strong MS Office skills. Travel occasionally, and you will help draft audit findings and manage performance dashboards

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years experience in complaint management or loan servicing.
• Strong knowledge of mortgage servicing regulations and regulatory requirements.
• MS Office proficiency and data handling skills.
• Excellent written and spoken communication skills.

Responsibilities

• Review complaints for compliance and accuracy.
• Audit monthly complaint quality, sub‑servicer functions, and internal complaint operations.
• Evaluate complaint documentation and records for adherence to procedures and regulatory requirements.
• Conduct quality control reviews of internal complaint operations’ processes, including data validation and timely resolution.
• Create test scripts for new audit processes as needed.
• Prepare and submit weekly and monthly reports for management review.

Skills

Excellent communication skills

Analytical thinking

Education

Bachelor’s degree

Tools

MS Office Suite

Job description

Job Title: OOP QC Analyst. Location: Westlake Village, CA.

What you’ll do

• Review complaints for compliance and accuracy.
• Audit monthly complaint quality, sub‑servicer functions, and internal complaint operations.
• Evaluate complaint documentation and records for adherence to procedures and regulatory requirements.
• Conduct quality control reviews of internal complaint operations’ primary processes, including loan and account level review, validation of data accuracy, and timely response and resolution to issues.
• Create test scripts for new audit processes as needed.
• Review and audit consumer complaints received and responded to by servicers or internal departments.
• Identify discrepancies and opportunities for process improvement via root‑cause analysis of complaints, audit findings, management reports, and discussions with servicers.
• Alert appropriate management levels and internal departments about problems identified during routine quality reviews and follow through on actionable items.
• Prepare and submit weekly and monthly reports for management review, compiling and categorizing data for operational metrics.
• Prepare audit findings reports for internal use and to communicate findings.
• Prepare other special reports as required.
• Evaluate complaint remediation performance using scorecards, servicer management reports, and trend analysis.
• Support the department to ensure borrower escalations/complaints are handled within corporate and regulatory guidelines.
• Conduct continuous review of trends to identify root causes of complaints, including escalations from verbal to written complaints.
• Manage risk and work with partners to ensure efficient and effective operations.
• Formulate recommendations for process and procedure design and provide continuous process improvement recommendations.
• Navigate various mortgage servicing systems such as MSP, MortgageServ, LoanServ, SBO, etc.

Qualifications

• 5+ years of related experience in complaint management, loan servicing or a similar field.
• Bachelor’s degree or equivalent experience required.
• Intermediate knowledge of the residential mortgage industry in correspondent or retail lending, including sales, operations, capital markets and/or other residential mortgage products and services.
• Intermediate knowledge of regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Intermediate experience with risk management or quality control in loan servicing or master servicing, and auditing principles, practices and regulations.
• Intermediate proficiency in MS Office Suite.
• Expert speaking and writing communication skills.
• Occasional travel required.

Compensation

Salary range for new hires is generally $76,405.00 – $94,381.00 for Westlake Village, CA. Salary amount is determined by specific job location. The role may be eligible for annual bonus or incentives earned.

Benefits

Competitive salary, ownership stake, medical and dental insurance, time off, 401(k) matching program, tuition assistance, employee volunteer program, and wellness program.

About the company

AmeriHome Mortgage is a Western Alliance Bank company. Western Alliance Bank, a Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation and serves clients nationwide through its legacy bank brands. Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants regardless of race, sex, color, religion, age, national origin, marital status, disability, protected veteran status, sexual orientation, gender identity, or genetic information. The company provides reasonable accommodations for individuals with disabilities; to request an accommodation, contact [e-mail] or call 602‑386‑2488.