OOP QC Analyst

Job Title:

Location:

What you'll do:

• Evaluate complaint documentation and records for adherence to and compliance with procedures and applicable regulatory requirements.
• Conduct quality control reviews of internal complaint operations’ primary processes, including but not limited to loan and account level review, validation of data accuracy, and timely response and resolution to issues.  
• New audit processes may require test script creation. Review and audit consumer complaints received and responded to by servicers or internal AmeriHome departments.
• Identify discrepancies and opportunities for process improvement through root cause analysis of complaints and analysis of audit findings, management reports, and discussions with servicers.
• Alert appropriate management levels and internal departments to problems identified during routine quality reviews.  
• Follows through on all actionable items to ensure full and timely resolution is completed by the responsible parties.
• Prepare and submit various weekly and monthly reports for management review.  
• Compile and categorize data used for monthly operational metrics.
• Prepare audit findings reports for use internally as well as to communicate any findings.
• Prepare other special reports as required.  
• Ability to navigate through various mortgage servicing systems such as MSP, MortgageServ, LoanServ, SBO, etc.
• Evaluate complaint remediation performance using a variety of tools such as scorecards, servicer management reports, and findings trend analysis.
• Supports the department to ensures that borrower escalations/complaints are handled within corporate and regulatory guidelines.
• Dynamic and independent problem solver that can research, formulate and propose resolutions for complex and unique complaints.
• Continuous review of trends to identify possible root causes of complaints, including escalations from verbal to written complaints.
• Manage risk. Work with internal and external business partners to ensure efficient and effective business operations.
• Formulate recommendations for the design of processes and procedures. Continuous process improvement review and provide recommendations.
   

What you'll need:

• 5+ years of related experience in Complaint Management, Loan Servicing or similar field.
• Bachelor's degree or equivalent experience required.
• Intermediate knowledge of residential mortgage industry in Correspondent or Retail Lending including; sales, operations, capital markets and/or other residential mortgage products and services.
• Intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Intermediate experience with risk management or quality control experience in loan servicing or master servicing as well as auditing principles, practices and regulations.
• Intermediate MS Office Suites.
• Expert speaking and writing communication skills.
• Occasional travel required.
   

Benefits you’ll love:

We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

AmeriHome Mortgage is a Western Alliance Bank company. Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands — Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank — that remain part of the company’s heritage.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email [email protected] or call 602-386-2488.  When contacting us, please provide your contact information and state the nature of your accessibility issue.  We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

© Western Alliance Bancorporation