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Quality Analyst (Default QA)

City: Tempe
State/Territory: US-AZ

Description

Start something good. Empower your career. Become an employee owner at Cenlar.

Employee owners have made Cenlar the nation’s leading mortgage loan subservicer.  Our unique culture is defined by our core values of respect, trust, integrity and care. Company ownership, a promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career. Consider this opportunity to join our team as a Quality Analyst. 

The Quality Analyst works with different servicing departments and internal team to ensure the business meets guidelines and perform in accordance to procedures..  The Analyst may evaluate transaction folders, correspondence between team members, consumers, clients, and third parties to ensure that the business objectives are met.  This role maintains deep knowledge of the business processes, changes to existing regulations and new procedures and requirements being implemented.  The position collaborates with the line of business; management team to implement successful action plans that improve overall quality metrics and ensure quality performance leading to excellent customer service. 

Responsibilities:

  • Monitors changes to operational procedures from relevant Business Units and Departments
  • Performs ongoing, structured, and rigorous testing of key procedures and controls within all business units
  • Identifies opportunities for cost and risk reduction, efficiency gains, and enhanced levels of service
  • Works with Manager to develop, draft, and implement new testing scripts
  • Gains a level of understanding of the business units within servicing: their systems, processes, risks, opportunities, etc.
  • Performs ongoing monitoring of key indicators to detect and research unexplained variances which may be indicative of quality control issues
  • Remains cognizant of relevant department policies and procedures
  • Performs processes used for sample selection
  • Contributes to reporting to first-line-management and other interested parties (e.g. Business Unit Risk Managers, QC, and Internal Audit)
  • Performs effective root cause analysis and follow-up on corrective actions
  • Interprets policy requirements and manages a tracking/reporting mechanism to periodically communicate results and opportunities identified
  • Supports the Manager in maintaining a repository of business/process guidelines to be used as a reference tool for others within organization
  • Interprets regulatory requirements to identify opportunities, and manage a tracking and reporting mechanism to periodically communicate results
  • Reviews processes in various servicing departments for quality and compliance
  • Provides quality monitoring reports
  • Stays abreast of policy and regulatory changes to maintain subject matter expertise
  • Supports the Manager in developing, maintaining, and ensuring accuracy of policies and procedures 

Claims

  • Performs a forensic review of the servicing file from date of default to final claim payment
  • Performs Quality Assurance review prior to claim submission, as needed
  • Performs a root cause analysis of the servicing file from date of default through final close out to ensure all regulatory and contractual requirements were adhered to
  • Identifies contractual versus non-contractual loss; type of loss; and reconciliation of final accounting

Borrower Experience

  • Completes quality review of all outgoing QWR and complaint related letters, borrower satisfaction surveys, research artifacts, borrower calls, and work files.
  • Responsible for client interface for complaint responses to ensure quality expectations are met on all levels
  • Responsible for attending complaint driven calibrations (as applicable)  to ensure that the Client is in accordance with the quality of drafted responses
  • Responsible for quality monitoring of verbal complaint resolution calls to determine whether appropriate steps were taken to resolve the issue and procedural adherence
  • Produces summary of borrower calls for complaint research purposes; documents identified call drivers, trends, procedural, gaps and coaching opportunities.
  • Successful management of a pipeline by achieving required SLA metrics

Transfer Operations Support

  • Performs ongoing, structured, and rigorous testing of key performance indicators, procedures and controls within all Transfer Operation span of responsibility
  • Works with the Business Manager to develop, draft, and implement new testing scripts
  • Performs ongoing monitoring of key indicators to detect and research unexplained variances which may be indicative of quality control issues
  • Remains cognizant of relevant department QA policies and procedures
  • Contributes to reporting to first-line-management and other interested parties (e.g. Business Unit Risk Managers, QC, and Internal Audit)
  • Performs effective root cause analysis and follow-up on corrective actions
  • Interprets regulatory requirements and stays abreast of policy and regulatory changes to maintain subject matter expertise
  • Manages a tracking/reporting mechanism to periodically communicate results of reviews performed and opportunities identified
  • In performance of QA reviews, ensures business is in adherence of Standard Operating Procedures on all Federal and state laws, requirements and business policies and procedures.
  • Provides quality monitoring reports
  • Develops best practices to resolve deficiencies in processes and meet regulatory compliance.
  • Supports the Business Manager in developing, maintaining, and ensuring accuracy of policies and procedures.  Work with department managers to ensure current policies are in place and accurate.  
  • Supports development and ongoing updates to departmental policies and procedures

Qualifications:

  • Bachelor’s degree preferred
  • 3+ years of relevant experience (quality assurance, quality control, auditing, credit or data analysis, loan processing, mortgage banking, customer service, or financial institution) and knowledge of sound risk management practices for mortgage servicing functions
  • Demonstrated understanding of risk management and internal control principles
  • Experience reviewing processes, data, phone calls or documents with a strong attention to detail
  • Experience interpreting rules/guidelines and applying them appropriately to make decision
  • Excellent customer service skills
  • Strong written, verbal, analytical, and interpersonal communication skills
  • Excellent problem resolution and organizational skills
  • Production and accuracy-oriented and be flexible to business needs
  • Proficient in Microsoft Excel

Total Rewards:

As an employee-owner at Cenlar, you’ll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.

Cenlar is a drug-free workplace and an equal employment opportunity/affirmative action employer M/F/D/V/SO.



 


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