Overview
Responsible for auditing and editing written response letters received by mail, fax or phone.
Primary duties include validating the information contained within the response and editing the written response letters drafted by the Research and Correspondence teams for content, grammar, flow, structure and format.
Duties also include auditing LAFA applications, reviewing Notice of Error and Information Requests, conducting internal team performance audits, analyzing audit findings for process improvements where appropriate, and preparing audit reports for Research and Correspondence Management.
Job Description
- Review, audit, and edit complaint and inquiry responses prior to review and approval of Sr.
Auditor and/or Legal groups, which includes the auditing of LAFA applications to ensure that all required fields have been completed in accordance with CFPB requirements
- Review Notice of Error and Information Request items received though our Correspondence channel to ensure appropriate responses
- Audit Research and Correspondence activity to ensure compliance with policies and procedures (response letter accuracy and completeness, adequate service provided to the customer, etc.)
- Assist management with reviewing and revising policies and procedures for process improvements where appropriate
- Prepare documentation for management on report findings and data inaccuracies
- Provide side-by-side individual coaching for team members as needed, as related to letter writing
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization’s desired culture and values
Ideal Candidate will have the following:
- Minimum of two years business letter writing or editing experience
- Thorough knowledge of RESPA as it pertains to qualified written requests, thorough knowledge of default and non
– default mortgage loan servicing and strong understanding of key regulations and risk impacts within Loan Servicing - Ability to provide critical thinking and make decisions on files independently, for resolution in the best interest of customers and the company
- Ability to communicate both verbally and written in a professional manner
- Demonstrates sound judgment in planning and setting goals
- Excellent analytical and problem solving and organizational skills
- High level of integrity and confidentiality
- Proficient in Microsoft Office (Excel, Word, PowerPoint, Access)
- Understand business implications of decisions; ability to align work with strategic goals
- Ability to look for ways to improve and promote quality; demonstrate accuracy and thoroughness
- Ability to communicate changes effectively; build commitment and overcome resistance
- Proven ability to analyze data and determine anomalies
- Ability to function independently and carry out assignments to completion within defined parameters, prescribed routines and standard accepted practices
Years of Experience:
3 Education:
Associate’s Degree