The primary function of the Statements and Payments Quality Assurance Specialist is to perform quality assurance efforts surrounding activities in the Statements and Payments department. The Specialist will measure adherence to regulatory and company procedures, policies and directives regarding billing statements, payoff statements, letter processing, payment processing, credit reporting, and lien release processing. The Quality Assurance Specialist will oversee and coordinate QA efforts, including revised scorecards, sampling, reporting results, and following up on remediation.
Comprehensive knowledge of the mortgage and servicing industry, as well as compliance requirements. Demonstrated leadership traits and skills.
Minimum Qualifications Required:
2+ years mortgage servicing or banking experience
1+ years of experience in service quality evaluation and/or improvement experience required; previous QA experience preferred
Strong working knowledge of MSP, billing statements, payoff statements, letter processing, payment processing, credit reporting, and lien release processing
Ability to create effective reporting and communicate results to multiple audiences with actionable recommendations
Previous experience performing audits and/or responding to audit requests
Previous experience with managing to deadlines
Strong written and verbal skills
Must have proven ability to work with confidential information
Good organizational abilities and time management skills
Analytical skills to distribute and allocate resources
Working knowledge of Microsoft Office products (Excel, Word, and Power Point)
Bachelor's degree preferred; equivalent experience will be considered
Create, edit, and complete QA Scorecards as they pertain to compliance, billing statements, payoff statements, letter processing, payment processing, credit reporting, and lien release processing.
Create/Track reporting in Excel to ensure efficiency in analysis of samples
Serve as a liaison to ensure procedures, policies and training is identified and implemented per compliance and company initiatives within all servicing departments
Create proposals and recommendations for the development and enhancement of the QA program, including researching and recommending the implementation of best practices
Create Power Point presentations monthly and present results
Attend and present in interdepartmental meetings as they pertain to QA
Assess, prioritize and respond to all specialized QA team requests
Maintain subject matter expertise in mortgage servicing