Director, Regulatory Complaints

Legal and Compliance | Remote, Remote


Description

Position at loanDepot

loanDepot, America's lender, matches borrowers through technology and high-touch customer care with the credit they need to fuel their lives. While there are many loan-touch career opportunities within loanDepot, we could not take care of our employees, nor our customers, without the amazing support of our corporate teams. From HR & Marketing to Finance & Compliance, #TeamloanDepot is always searching for the best talent out there. With over $100 billion in funded loans since inception, the evolution & enthusiasm is not slowing down anytime soon. Come join us!

loanDepot — We are America’s Lender.

Position Summary:

Responsible for the strategy and overseeing activities associated with lending and servicing regulatory complaints (as well as other services provided by loanDepot and its subsidiaries and affiliates), inquiries, or applicable requests and for ensuring their timely resolution while providing outstanding customer service. Oversees staff responsible for resolving and responding to escalated or complex customer complaints received from various sources including regulators, attorneys, executives, internal departments, and political officials. Develops strategic roadmap and implements policies and procedures which successfully aids remediation efforts, preventing repeat complaints and reducing overall complaint volumes. This position ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.

Responsibilities:

  • Manages the Regulatory Complaints Team within the Fair and the Responsible Lending Department in all activities associated with the resolution of customer complaints received from federal and state regulators.
  • Responsible for managing, mentoring, and developing the Team in providing best-in-class escalated complaint resolutions.
  • Oversees communication and research until full resolution of compliant/inquiry has been resolved.
  • Develops and implements timely and effective policies and procedures to help prevent repeat complaints and reduce complaint volume.
  • Reviews and prepares written correspondence to the most complex and sensitive customer complaints/inquires.
  • Provides consultation and expert advice to management or applicable party regarding complaints or inquiries, providing insight and potential solutions.
  •  Develops and produces reporting related to regulatory complaints for presentation to senior management.
  • Establishes necessary KPIs to oversee complaint volume, resolution time, and other relevant metrics as developed and needed.
  • Monitors and tracks complaint trends and works with the various business units to improve processes.
  • Leads by example by communicating effectively and concisely to applicable parties and by ensuring prompt resolution and excellent customer service.
  • Manages and oversees the internal database which documents the resolution workflow.

Requirements:

  • (5) + years Mortgage Compliance experience-required, Mortgage Servicing- preferred
  • Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position-required
  • Advanced skills in Microsoft Office applications including but not limited to: Word, Excel, PowerPoint, and Outlook-required
  • Minimum of five (5) + years of management experience preferred.
  • Experience in the Mortgage Origination and Servicing Compliance- preferred.
  • Bachelor's Degree preferred

Why work for #teamloanDepot:

  • Aggressive earning potential and 401K with robust company match           
  • Inclusive, diverse and collaborative culture where people from all backgrounds can thrive
  • Work with other passionate, purposeful and customer-centric people
  • Extensive internal growth and professional development opportunities including tuition reimbursement
  • Comprehensive benefits package including Medical/Dental/Vision
  • Wellness program to support both mental and physical health
  • Generous paid time off for both exempt and non-exempt positions

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.