Compliance Officer

Job Description

The primary purpose of this position is to handle compliance issues related to PHFA’s single family mortgage production and servicing functions. This position specifically involves analyzing consumers’ complaints and inquiries to ensure PHFA’s policies and procedures are compliant with all applicable regulatory, insurer, and investor requirements.  The position also includes tasks in assisting with quality control of PHFA’s single-family residential programs.

Essential Functions

• Conduct credit bureau reporting dispute investigations for PHFA’s single family mortgage portfolio using the e-Oscar reporting system. Respond to inquiries and disputes from consumers regarding the reporting of their account and resolve discrepancies as warranted within applicable timeframes.
• Monitor, analyze, and respond to correspondence from consumers in the CreditReports@phfa.org email inbox and take follow-up action as required.
• Monitor, analyze, and respond to voicemails and calls from consumers sent to the credit reporting phone workgroup.
• Manage, analyze, and resolve all tasks in the credit reporting task queue in Black Knight MSP.
• Perform root cause analysis when researching and responding to all direct and indirect consumer credit disputes regarding PHFA’s Homeownership Programs and servicing activities.
• Work with internal staff as needed on duties outlined above to research and develop a resolution if warranted.  Update Black Knight MSP notes to reflect conversation with consumers and any corrective measures taken.  Follow up to ensure any corrective measures are completed and processed. 
• Reconcile credit bureau and e-Oscar notifications and reports.
• Prepare responses to qualified written requests received from consumers.  Ensure responses and acknowledgements are completed within applicable timeframes.  Review requested documents in qualified written request and collect and file documentation in the provided folder.
• Prepare responses to complaints regarding PHFA’s Homeownership Programs and Loan Servicing activities received from OAG, CFPB, and Department of Banking, and escalations.  Research and respond to all complaints mailed directly to the Agency and work with Marketing to research social media complaints.  Work with internal management and legal counsel as needed to compile documentation for the Senior Compliance Officer to complete their review.
• Track and log all Agency complaints and qualified written requests in the designated complaint log.
• Transmit monthly list of files for selection to third party vendor for selection of random and discretionary sample of files to be audited.
• Assemble and transmit files selected for quality control review electronically to third party vendor.
• Receive and review completed file audits from third party vendor.  Assist with the resolution and tracking of loans identified through third-party quality control vendor.
• Keep Senior Compliance Officer and Compliance Manager informed of compliance violations and potential issues. 
• Make recommendations for preventing serious and recurring issues via corrections and enhancements to applicable PHFA policies, procedures, and systems. This includes, but is not limited to, suggesting updates to the CBR policies and procedures, servicing guide, the consumer website, and borrower notices.
• Stay abreast of applicable industry requirements through participating in pertinent internal and external training opportunities.  Attend CDIA and e-Oscar training webinars regularly.
• Navigate and interpret the annual Credit Reporting Resource Guide and stay abreast of all changes to the guide.

Job Requirements

• A minimum of two years’ experience in the mortgage industry, credit reporting industry, or underwriting.
• Bachelor’s degree preferred.  In lieu of a degree, two years of relevant experience may suffice.
• Excellent computer proficiency (MS Office – Word, Excel, and Outlook), including ability to work in PHFA’s systems such as MSP, AS400, Virpack, etc.