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Default Resolution Analyst
ServiceLink
Virginia Beach, VA, United States
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The candidates will need to objectively investigate questions and concerns and drive results that will enable our internal partners to provide a best-in-class experience. Also, seeking individuals with the ability to facilitate audit research, response and remediation effectively communicating findings and resolution to internal and external auditing bodies as well as Executive Leadership. The candidates will need to objectively research findings and drive results that will enable our internal partners to provide a best-in-class experience.
A DAY IN THE LIFE
In this role, you will…
• Responsible for responding to all audit requests in a professional and timely manner.
• Continually evaluate by way of audit research and responses, loan files for compliance with established internal policies and procedures, as well as applicable state and federal regulations.
• Identifies and documents when company standards, or any regulations, have not been followed.
• Facilitate remediation of audit findings inclusive of the gathering and storing of evidence
• Collaborate with internal and external auditing bodies on behalf of the Default Operations Team
• Process requests for information and research from clients and customers by way of internal departments
• Apply your knowledge of default servicing rules and guidelines to drive resolution
• Provide feedback to enhance processes using knowledge gained through daily research
• Collaborate with internal teams on behalf of the Default Operations Team
• Respond to requests according to departmental guidelines and procedures
• Ensure the meeting of daily production as assigned
WHO YOU ARE
You possess …
• Critical thinking skills
• A penchant for excellence. You will use your experience to drive results. You will never settle for a lesser standard.
• Knowledge of Investor, Insurer and Regulatory requirements for the Default Mortgage Industry
• The ability to effectively communicate written and verbal
• Proven problem solving capabilities
• Positive attitude towards work in an ever-changing industry
• The ability to work well independently to drive and achieve team goals
LoanCare is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.
DETAILED JOB DUTIES
• Review and research incoming audit findings and respond to auditing bodies.
• Review audit findings with Leadership to determine opportunity for process enhancements and/or need for procedural changes
• Distribute final, periodic reports to management
• Track, follow up and reviews ongoing audit activities to ensure quality standards and timelines for responses are being met
• Escalation of critical issues to leadership and follow through to resolution
• Serve as designated point of contact responsible for providing co-workers with information surrounding research and audits on an as needed basis.
• Evaluate loan documentation to ensure compliance with agency/state/federal/investor guidelines
• Participate in agency training courses to stay abreast of regulations
• Track, resolve and ensure appropriate handling of client complaints by properly logging them in the appropriate system, notating a detailed explanation of the issue and resolution, and correctly routing for reporting purposes
• Research issues and questions leveraging all tools at your disposal inclusive of reaching out to law firms, county offices and supporting vendors to obtain necessary information for resolution
• Intake and updating of internal tracking system
• Daily communication with Default Mortgage Business, Client and Investor Relations’ team
• Successfully navigate and locate missing documents via various avenues
• Other duties as assigned
Qualifications
MINIMUM QUALIFICATIONS
• 2 – 4 years of experience in default operations
• Familiarity of state and federal laws and regulations applicable to the servicing of defaulted loans
• Ability to manage time and priorities wisely
• Ability to grasp concepts quickly, make sound decisions and resolve issues completely
• Flexibility to adapt to frequently changing processes and procedures
• Ability to work in a high volume and time sensitive environment
• Ability to work independently with minimal direction and to meet deadlines
• Ability to work collaboratively with peers in a team environment to attain common goals
• Analytical and mathematical ability sufficient to be able to identify potential issues with loans
• Ability to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization.
• Knowledge of Black Knight products including but not limited to MSP, LoanSphere and Invoice Management
• Previous experience in auditing or professional training in the audit field preferred
• High school diploma or GED
• Ability to use Microsoft Office applications
• Ability to maintain strict confidentiality
WORK CONDITIONS
Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance.
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation
ESSENTIAL FUNCTIONS
Overtime –Required as necessary
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Reading Comprehension — Understanding written sentences and paragraphs in work related documents
English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Speaking — Talking to others to convey information effectively.
Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Instructing — Teaching others how to do something.
Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Time Management — Managing one's own time and the time of others.
Writing — Communicating effectively in writing as appropriate for the needs of the audience.
Complex Problem Solving —Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Deductive Reasoning —The ability to apply general rules to specific problems to produce answers that make sense.
Problem Sensitivity —The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Written Comprehension —The ability to read and understand information and ideas presented in writing.
Inductive Reasoning —The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering— The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Near Vision —The ability to see details at close range (within a few feet of the observer).
Oral Comprehension —The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression —The ability to communicate information and ideas in speaking so others will understand.
Speech Recognition —The ability to identify and understand the speech of another person.
Speech Clarity —The ability to speak clearly so others can understand you.
PHYSICAL DEMANDS
Sitting up to 85% of time
Walking up to 5% of time
Standing up to 5% of time
Lifting up to 5% of time.
Occasional stooping, kneeling, crouching and reaching.