Quality Assurance Analyst II

Looking for a career with purpose and reward? At LoanCare we help customers every day with what is for many their largest and most personal financial transaction: the purchase of their home. With the mission to simplify the complex with empathy and insight, we are constantly innovating and are a top provider in the mortgage services industry as a result.

We are actively seeking to fill the role of Quality Assurance Analyst II. Our ideal candidate enjoys working with clients, both internal and external, eager to learn and maximize results, is detail oriented and driven to meet tight deadlines in a fast-paced environment. Background in the mortgage or real estate industry is a plus. If this sounds like you, and you are ready for a career and not just your next job, apply today!

• Track, resolve, and ensure appropriate actions are taken to log findings in the appropriate system of record, notating a detailed explanation of the issue and resolution; correctly route results for reporting purposes
• Research issues and questions leveraging all tools available, including reaching out to law firms, county offices, and vendors to obtain necessary information for resolution
• Act as a point of contact for external resources
• Intake and update internal tracking systems
• Conduct routine monitoring of operational business lines that focuses on exceeding client and customer satisfaction
• Escalate critical issues to leadership and follow through to resolution
• Daily communication with lines of business to coordinate efforts and identify areas of opportunity
• Serve as designated point of contact to provide peers/coworkers with research information as needed
• Establish on-going, productive relationships within the department and across other business lines
• Meet individual and departmental productivity and quality goals/metrics
• Under the oversight of Quality Assurance leadership, act as a co-lead for projects assigned, as needed
• All other duties as assigned

• High School Diploma or equivalent required
• 3-5 years of experience in quality assurance, specifically within mortgage servicing
• Familiarity with state/federal laws and regulations applicable to the servicing of mortgage loans preferred
• Knowledge of Black Knight products, including but not limited to MSP and LoanSphere preferred
• Ability to adapt to frequently changing processes and procedures
• 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
• Ability to use Microsoft Office applications
• Ability to maintain strict confidentiality

WORK FROM HOME

About remote employment …

LoanCare provides virtual training and support so employees working from home can be successful. You will never be alone on your journey as you will connect through Teams video chat, so that you remain engaged and form relationships with your leadership team and coworkers. We offer online/remote training, which is both dynamic and interactive, so you get the most out of the training opportunities. Our Training department also offers a large number of free on-demand online training courses that you can take to help you grow and expand your skills and knowledge.

As an added benefit for remote employees, we offer exciting engagement opportunities, such as fitness classes, contests, and fun seminars/learning activities that you can participate in from the comfort of your own home

We provide all of the necessary equipment; all you need to provide is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (mbps) and a minimum network upload speed of 10 mbps. Remote employees will be required to sign a Telecommuting Agreement in addition to the job description.

WHO WE ARE

About 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 CONDITIONS

Working 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. Overtime required as necessary. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

ESSENTIAL FUNCTIONS

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Reading Comprehension — Understanding written sentences and paragraphs in work related documents

English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Speaking — Talking to others to convey information effectively.

Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

Active Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Instructing — Teaching others how to do something.

Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Time Management — Managing one's own time and the time of others.

Writing — Communicating effectively in writing as appropriate for the needs of the audience.

Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension — The ability to read and understand information and ideas presented in writing.

Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Near Vision — The ability to see details at close range (within a few feet of the observer).

Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

Speech Recognition — The ability to identify and understand the speech of another person.

Speech Clarity — The ability to speak clearly so others can understand you.

PHYSICAL DEMANDS

Sitting up to 90% of time

Walking and standing up to 10% of time

Occasional lifting, stooping, kneeling, crouching, and reaching.

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.