Regulatory Complaint Operations Lead

Jobtailor; Pennsylvania; On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor in Pennsylvania is seeking a Regulatory Complaint Supervisor to lead a team of complaint writers, investigate consumer complaints, and ensure responses meet regulatory and investor deadlines.

You will collaborate with Legal, Compliance, and operations, oversee complaint tracking, and provide leadership reporting on volumes, quality, and trends. 6+ years in mortgage servicing compliance is a plus.

Qualifications

• 6+ years related experience in mortgage regulatory compliance
• Excellent verbal and written communication skills
• General mortgage servicing compliance knowledge
• Familiarity with MS Word, MS Excel, Outlook, and MS Access is helpful
• SQL and Tableau familiarity a plus

Responsibilities

• Supervise and support a team of Regulatory Complaint Writers investigating and resolving consumer complaints
• Monitor workloads, balance assignments, and ensure responses meet regulatory and investor deadlines
• Review complaint investigations and written responses for quality, consistency, regulatory compliance, and customer experience
• Serve as primary escalation point for complex or high-risk complaints
• Partner with Legal, Compliance, and operational business units to facilitate investigations and remove barriers
• Monitor aging inventory, high-priority cases, and regulatory due dates
• Coach, mentor, and develop team members through training, feedback, quality reviews, and development planning
• Coordinate with internal stakeholders to obtain information and drive accountability
• Oversee complaint tracking systems and documentation
• Manage submission and tracking of responses through CFPB and state regulatory agency portals
• Provide leadership reporting on complaint volumes, productivity, aging inventory, quality, risks, and trends
• Perform other duties as assigned by management

Skills

Regulatory complaint management

Team leadership

Mortgage servicing compliance

Communication skills

Multi-tasking

Attention to detail

Education

Bachelor's degree preferred

Tools

Complaint Tracking Systems

CFPB Submission Portals

ILS Systems

Okta Verify

Microsoft Authenticator

Job description

Jobtailor in Pennsylvania is seeking a Regulatory Complaint Supervisor to lead a team of complaint writers, investigate consumer complaints, and ensure responses meet regulatory and investor deadlines.

You will collaborate with Legal, Compliance, and operations, oversee complaint tracking, and provide leadership reporting on volumes, quality, and trends. 6+ years in mortgage servicing compliance is a plus.