AmeriHome Mortgage
OOPQCAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“OOP QC Analyst at AmeriHome Mortgage. Skills: Complaint Management, Loan Servicing, quality control, auditing principles, risk management. support the Director to advocate for borrowers across all lines of business. review complaints for compliance and accuracy”
What You'll Achieve.
Ensure that borrower escalations/complaints are handled within corporate and regulatory guidelines; ensure efficient and effective business operations
Industry & Context.
Dynamic and independent problem solver that can research, formulate and propose resolutions for complex and unique complaints; root cause analysis of complaints; analysis of audit findings; Continuous review of trends to identify possible root causes of complaints
Occasional travel required
What They're Looking For.
Must Have
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 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
What You'll Do.
support the Director to advocate for borrowers across all lines of business
review complaints for compliance and accuracy
audit monthly complaint quality
sub-servicer functions
and internal complaint operations
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
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
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
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
How You'll Work.
Team & Collaboration
Work with internal and external business partners
Communication Scope
Expert speaking and writing communication skills
Full Job Description
**Job Title:** OOP QC Analyst **Location:** CA - Westlake Village **What you 'll do:** As the QC Analyst you'll support the Director to advocate for borrowers across all lines of business. You'll review complaints for compliance and accuracy. You'll audit monthly complaint quality, sub-servicer functions, and internal complaint operations. * 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 pro
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