Regulatory Complaints Lead – Mortgage Servicing & Compliance

Jobtailor; Pennsylvania; On-site; USD 85,000 - 120,000; Full time

Job summary

Jobtailor seeks a regulatory complaint leadership professional to lead and develop a team handling high‑risk customer concerns. You will guide investigations, mentor staff, and drive improvements in compliance processes across complaints and regulatory matters.

Collaborating with Compliance and Operations, you will transform dispute handling and consumer communications, ensuring timely resolutions while upholding FCRA/UDAAP standards and professional integrity.

Qualifications

• College degree or equivalent mix of college and relevant experience.
• Experience in consumer complaint management and/or advocacy.
• Mortgage Servicing experience.
• Strong knowledge of FCRA, UDAAP and related laws.
• Ability to influence others and communicate effectively in English.
• Strong project management and problem-solving skills.

Responsibilities

• Lead and develop regulatory complaint supervisors for high-risk issues.
• Foster coaching, employee development, accountability, and continuous improvement.
• Transform processes around regulatory disputes and consumer communications.
• Collaborate with Compliance and Operational teams to remediate gaps.
• Manage workloads, queues, prioritization, and resource allocation to meet deadlines.
• Present complaint, regulatory, and operational trend analyses to executive leadership.
• Escalate significant legal, regulatory, operational, or reputational exposure to Senior Leadership.
• Ensure security standards with Okta Verify and Microsoft Authenticator.

Skills

Regulatory compliance

Consumer complaint management

Communication

Analytical thinking

Decision-making

Project management

Problem-solving

Data analysis

Team collaboration

Education

Bachelor's degree or equivalent mix of college and relevant experience

Tools

Okta Verify

Microsoft Authenticator

Job description

Jobtailor seeks a regulatory complaint leadership professional to lead and develop a team handling high‑risk customer concerns. You will guide investigations, mentor staff, and drive improvements in compliance processes across complaints and regulatory matters.

Collaborating with Compliance and Operations, you will transform dispute handling and consumer communications, ensuring timely resolutions while upholding FCRA/UDAAP standards and professional integrity.