Customer Response Quality & Oversight Manager- Remote

LoanCare is a leading national provider of full service subservicing and interim subservicing to the mortgage industry. The Customer Response Quality & Oversight Manager is responsible for leading a team that reviews borrower complaint responses to ensure accuracy, quality, and adherence to internal standards and regulatory requirements, while also driving continuous improvement through analytics and collaboration.

Responsibilities:

• Manage, coach, counsel, and develop a team responsible for reviewing borrower complaint responses
• Lead performance management activities, including goal setting, feedback, and ongoing coaching
• Develop and deliver training initiatives to enhance team effectiveness, analytical capabilities, and quality standards
• Foster a culture of accountability, continuous improvement, and customer-focused decision-making
• Oversee the review of borrower complaint responses to ensure accuracy, completeness, and alignment with supporting documentation
• Monitor the quality and timeliness of validation activities, ensuring adherence to established service levels and performance standards
• Provide independent and objective evaluation of the control environment related to complaint handling and resolution
• Identify trends, defects, and areas of risk, and escalate findings to senior leadership as appropriate
• Monitor activities related to complaint resolution and provide action-oriented insights to department peers and senior leaders
• Develop, enhance, and oversee reporting and analytics to measure the team’s performance, trends, and opportunities found in response reviews
• Track and report on key quality metrics, including error rates, rework, and compliance adherence found in response reviews
• Establish and maintain strong, productive relationships across departments and business lines
• Communicate findings, risks, and recommendations clearly to stakeholders at all levels
• Lead meetings, calibration sessions, and project discussions with leadership and business partners
• Coordinate cross-functional efforts to address identified issues and drive sustainable improvements
• All other duties as assigned

Requirements:

• High School Diploma or equivalent required
• 5+ years of experience in quality assurance, specifically within mortgage servicing
• 5+ years of previous supervisory/management experience
• Experience in root cause analytics
• Knowledge of state/federal laws and regulations applicable to the servicing of mortgage loans
• Knowledge of ICE products, including but not limited to MSP and LoanSphere
• Proficient in Microsoft Office applications
• Responsive and open to change in processes and the ability to receive and provide clear direction
• Ability to adapt to frequently changing processes and procedures
• Analytical and mathematical ability sufficient to identify potential issues
• Ability to communicate effectively both in writing, in person, and by telephone with all levels of the organization
• Ability to manage time and priorities wisely
• Ability to grasp concepts quickly, make sound decisions, and resolve issues
• Ability to work in a high-volume and time-sensitive environment
• Ability to multitask, prioritize work assignments, work independently with minimal direction, and effectively meet deadlines
• Ability to work collaboratively with peers in a team environment to attain common goals