Quality Assurance and Control Specialist

Description

The role of the QA/QC Specialist is to conduct quality control reviews of all AHP Servicing LLC business groups, including branch offices. (QC analysis of customer phone interactions, file review of operational departments and branch offices to ensure compliance with all state and federal regulations and internal policies). Report to supervisor all findings. Assist QA/QC Supervisor with various tasks.

Job Requirements

Vendor Management

  • Manage relationship with external quality control vendor and other vendors by fostering a positive relationship, while ensuring vendor meets any contractual obligations.
  • Reviews vendor reports, appropriately rebut the reports as needed, summarize and report to management findings.

QC Analysis

  • Complete in-house quality control analysis of servicing operations for compliance with internal polices as well as with applicable law on operational departments, including review of the following areas: Customer Service; Loss Mitigation; Pre-Foreclosure; Foreclosure; Bankruptcy; Cashiering Department; Compliance Department; HR Department; Investor Accounting; Investor Relations.
  • Conduct, analyze, and derive reports related to extensive call quality monitoring for collections, customer service, loss mitigation, and other servicing related areas of operations.
  • Branch Office oversight (including monitoring and training of branch managers and employees.
  • Manage and complete audit projects within assigned budgets and timelines.
  • Documents all findings and reports to management on a regular basis.
  • Recommend areas of improvement.
  • Other duties as assigned

Role Requirements

  • Business Acumen
  • Communication and Interpersonal Excellence
  • Ethical Conduct
  • Collaboration and Teamwork
  • Organization and Project Management
  • Problem Solving Analytics
  • Computer and Office Suite Proficiency
  • Research Skills

Education/Experience

  • Proven experience in quality control/quality assurance or internal audit role, particularly with implementing strong control environment
  • General knowledge of compliance areas within mortgage servicing including CFPB, RESPA, GBLA, FCRA, foreclosure, and mortgage bankruptcy requirements.
  • Excellent written and oral communication skills
  • Strong organization and project management skills
  • Ability to digest large amounts of detail, analyze complex data, compare to policy, procedure and/or rules and regulations, as applicable and translate findings into digestible reports
  • Keen eye for detail and accuracy
  • Associate’s degree Business or other relevant area
  • Minimum of 2 years prior quality control/quality assurance experience in mortgage servicing industry or equivalent experience
  • Preferred: Bachelor’s Degree or combination of education and experience

AHP Servicing LLC participates in E-Verify. Details in English and Spanish. Right to Work Statement in English and Spanish.

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