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Finance of America · 3 weeks ago

Servicing Oversight Analyst II - Call Monitoring & Complaints

United States

Full-time

Remote

Mid Level

$65K/yr - $80K/yr

3+ years exp

Finance of America is focused on ensuring compliance and quality in subservicer call handling and complaint management. The Servicing Oversight Analyst II is responsible for monitoring call quality, analyzing complaint trends, and supporting continuous improvement initiatives to enhance borrower experience.

BankingFinancial ServicesLending

Responsibilities

Analyzes and performs quality reviews to evaluate subservicer performance and adherence to servicing expectations

Conducts call monitoring testing to assess whether agents provide accurate, professional, and empathetic responses to borrowers

Reviews written complaint responses and evaluates complaint trends to identify potential servicing deficiencies or risk areas

Performs ongoing oversight of business controls, including coordination of testing activities, root cause analysis, and evaluation of key performance and risk metrics

Identifies existing and emerging risks related to call center operations, complaint handling, and other monitored activities

Ensures risks associated with business activities are effectively identified, monitored, documented, and escalated to management as appropriate

Adheres to servicing oversight policies, procedures, and compliance requirements governing oversight activities

Monitors monthly performance reports, issue logs, and exception reporting to evaluate subservicer operational integrity and compliance with expectations

Collaborates with internal partners to support continuous improvement of complaint management processes and borrower experience outcomes

Performs other duties as assigned

Qualification

Mortgage servicing experienceAnalytical skillsCFPB regulations knowledgeMicrosoft Office proficiencyWritten communication skillsVerbal communication skillsProblem-solving skillsInterpersonal skillsResearch abilitiesAdaptability to technologyCall center operations knowledgeComplaint management knowledgeDefault servicing knowledgeCritical thinkingTeam collaborationStrategic thinking

Required

Minimum 3 years of experience in the mortgage servicing industry

Strong analytical skills with the ability to identify trends and assess root causes across call monitoring and complaint data

Familiarity with CFPB regulations, GSE guidelines, and FHA/HUD requirements as they relate to call center and borrower-facing interactions

Strong written and verbal communication skills with the ability to evaluate call quality and provide clear, structured feedback

Effective problem-solving, critical-thinking, and research abilities

Ability to collaborate effectively with cross-functional teams in a fast-paced and high-visibility environment

Strong interpersonal skills with a commitment to teamwork, open communication, and high performance

Ability to apply strategic thinking when assessing operational risks, borrower impacts, and potential remediation actions

Knowledge of servicing operations in areas such as performing loan processes, complaint management, call center operations, and default servicing

Demonstrated proficiency in Microsoft Office tools (Excel, Word, Outlook) and the ability to adapt to new technologies and systems

Bachelor's Degree

Business, Finance, or related field

Benefits

Health

Dental

Vision

Life insurance

Paid time-off benefits

Flexible spending account

401(k) with employer match

ESPP

Company

Finance of America

Finance of America Reverse LLC dba Finance of America (NMLS 2285) is the consumer brand and reverse mortgage operating subsidiary of its parent company, Finance of America Companies Inc.

Founded in 2013

New York, New York, USA

501-1000 employees