A Better Opportunity

In this position, you will provide the highest quality support to our strategic partners in the areas of Contact Monitoring and Incident Management. A successful candidate will be responsible for ensuring that we meet the requirements under our partnership agreements and internal requirements with respect to reviewing employee call recordings and email communications for compliance violations. The role also involves working directly with our strategic partners to calibrate scoring and manage the remediation process. Additionally, you will assist with ensuring various incidents, including consumer complaints, are logged, monitored, and investigated. This involves investigating complaints and conducting an in-depth analysis for each case to determine the root cause. Your attention to detail, organization, and strong writing and analytical skills will make you an integral part of our team. 

Responsibilities

• Review employee call recordings, email, and other means of communication to identify compliance violations and coaching opportunities for performance improvement.
• Report on compliance violation trends and communicate effectively with stakeholders to proactively remediate violations and potential issues.
• Perform investigations and assist with resolving consumer complaints that are escalated to the Compliance Team across a variety of sources.
• Conduct an in-depth analysis to determine the root cause of each complaint.
• Assist with evaluating and tracking the remediation of errors made and/or product gaps that result in complaints.
• Collaborate cross-functionally and communicate effectively to gather necessary information and advise on next steps for complaints.
• Log all assigned complaints in the team’s Compliance Management System.
• Participate in monthly trend analyses to ensure that steps are being taken to resolve issues that cause incidents.
• Establish positive relationships with our strategic partners and Better leadership.
• Work closely with the Compliance Team on special projects, as necessary

• Bachelor’s degree
• 1 to 2 years of experience working in consumer finance or the mortgage industry
• Excellent communication skills - not afraid to ask questions when you need help.
• High attention to detail and are extremely organized
• Excellent written and oral communication skills
• Proven ability to work in a fast-paced environment and juggle multiple projects simultaneously
• Ability to think critically and creatively to solve complex problems
• Previous mortgage origination experience a plus
• Previous paralegal experience a plus
• Previous consumer contact monitoring experience a plus
• Previous experience with developing and running data queries a plus