Reporting to the Compliance Supervisor, this position helps monitor and audit the Portfolio Services Department internally and externally. Responsibilities involve collecting data, examining closing documents, managing loan servicing steps, and supporting collection efforts. Additional tasks include:

• Monitor the complaint handling processes, and if needed, assist team members with complaint handling process.
• Monitor team member collection and customer service calls and report violations to leadership.
• Coordinate internal and external audits, including supplying supporting documentation and responding to audit inquiries.
• Report non-conformities discovered during internal monitoring and/or external audits to leadership.
• Collect and analyze system data for key performance indicators and trend analysis reports.
• Research applicable regulations and determine how they impact current/future processes, presenting findings to leadership.
• Draft and revise department policies, procedures, and consumer communications applied by HOA A/R, Loan Servicing, and Collections departments.
• Help monitor updates to department forms, consumer-facing communications, policies, procedures, and training material.
• Assist with training and testing of employee knowledge of regulations, policies, and procedures.
• Assist with collection and loan servicing licensing processes, including submission of initial applications and completion of renewals.
• Perform other duties as assigned by leadership.
• Team members may be asked to go to the office occasionally (approximately 1-2 times a month).