Servicing Oversight Analyst II - Call Monitoring & Complaints

Purpose of Role Responsible for monitoring and evaluating subservicer call quality, complaint handling, and related servicing activities to ensure compliance with company standards, regulatory expectations, and investor guidelines. Conducts call monitoring reviews, analyzes complaint trends, assesses operational controls, and identifies emerging risks that may affect the borrower experience. Supports continuous improvement by providing insights, evaluating subservicer performance, and escalating issues that require corrective action. Key Responsibilities and Expectations • 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. Reports To • Servicing Oversight Manager Qualifications - Experience/Skills/Competencies • 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. Qualifications - Education - Required • Bachelor's Degree Qualifications - Education - Field(s)/Profession(s) • Business, Finance, or related field. Compensation The base salary range for this position is ($65,000 - $80,000) inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate’s work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP. Additional Information The application deadline for the job opportunity is 2/23/2026. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Apply tot his job Apply To this Job