Complaint Response Validation Specialist - Remote

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 in root cause analytics
• Knowledge of Black Knight products, including but not limited to MSP and LoanSphere preferred
• Working knowledge of state/federal mortgage servicing regulations
• Responsiveness/ability and open to changes in processes/procedures and the 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.

Build Your Future with LoanCare®

At LoanCare, we don’t just service mortgage loans—we serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of Fidelity National Financial (NYSE: FNF), a Fortune 500 company, we offer a career foundation built on integrity, innovation, and collaboration.

Here, you’ll find:

• A culture that helps you thrive, with resources and support to fuel your growth
• Flexibility to work remotely, while staying connected through virtual engagement
• Opportunities to make a real impact in an industry that touches millions of lives
• If you're ready to grow your career in a place that values your contributions and empowers your success, we invite you to join our team.

WHO WE AREAbout us …LoanCare is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1.8 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.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.

WORK CONDITIONSWorking 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 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.