Mortgage Quality Control and Servicing Analyst

Job ID
Position Type
Full Time Non Exempt Full-Time
Res/Comm Servicing [006506]


Under the supervision of the Mortgage and Commercial Servicing Officer, the QC Analyst will carry out various operational responsibilities, decisions and financial responsibilities such as audit reviews of residential loans files to identify compliance documentation errors, reconciling financial accounts, managing loan funding, approving construction disbursements, creating monthly management reports and working with COCC to resolve any issues on individual accounts. 



- Signing checks/wires below $10,000
- Approve construction loan disbursements
- Monitor daily funding process to ensure timely & accurate loan funding
- Authorization to analyze and approve insurance claim checks
- Authorization to complete supervisor overrides in Insight
- Authorization to export documents from digital archives
- Review & Reconcile Residential G/L Accounts
- Process partial release requests
- Train other members of the department on new processes/procedures
- Determine new processes to improve efficiencies
- Participate in revising/writing procedures
- Assist with department audits
- Prepare Portfolio reports

Provide guidance, instruction and direction to the Funding, QC and Servicing Team in areas of daily processing, customer service and problem resolution to ensure we are providing excellent customer service to our borrowers all within deadline. 


Independently assist customers with questions and/or problems or complaints. Able to recognize and clearly define problems then consider full range of options to implement best possible solutions.


Review & approve mortgage loan payoffs, construction disbursements and equity loan conversions. 

Audit files and Insight after system conversion to principal and interest for accuracy.  


Monitor and review the construction portfolio process weekly.  Oversee the inspections and loan modifications for extension and final conversion.  Review disbursement documentation and approve advances.  Effectively communicate with borrowers on status of loan.   Maintain monthly management report indicating status of construction portfolio. 


Analyze daily Loan Critical and Loan Maintenance journals determining all changes are accurate, logical and within the employee's realm of authority to mitigate risk and fraud to avoid possibly owing money to customers, not being able to collect on a delinquent loan, and losing the ability to sell loans to investors which could have dire consequences on the organization's ability to make new loans, pay depositor's interest, or give back to the community


Acts as a liaison between internal and external customers, the Residential Servicing Department, and many other internal departments.  Researches and resolves more complex documentation, payment and/or other loan account problems.  


Perform and document monthly Operational Risk testing to ensure servicing processes are completed timely, accurately and in accordance with the Bank's lending policy and procedures and compliance with state and federal regulations.  


This position is responsible for providing regular reporting to management.   Having advanced research techniques to gather and analyze critical information from a variety of sources and produce analytical reports relative to this data.   The ability to compile, organize and effectively present findings via summary or oral presentation.


This person will act as project lead in testing upgrades, new programs and regulations affecting Lenderlink & COCC/Insight.


Audit all closed first mortgages and equity loan files certifying compliance with state and federal mortgage regulations.  Review all legal documents including but not limited to the LE/CD, the loan note and recorded mortgage for completeness and accuracy utilizing a variety of analytical techniques to identify and document all quality control exceptions with respect to the Real Estate Settlement and Procedures Act (RESPA), Home Mortgage Disclosure Act (HMDA), Fair Credit Reporting, Regulation Z Truth in Lending Act, Regulation B Fair Lending Laws and National Flood Insurance Program.  The consequence of violating any of the regulations can result in potential monetary fines, affect CRA rating, and severely affect an operation's ability to do business.


Effectively communicate and follow up with attorneys, management, processing and servicing staff to resolve all outstanding quality control issues in 30 days.


Review and calculate insurance binders for Hazard and flood insurance certifying sufficient coverage.


Review and reconcile the mortgage servicing suspense and other applicable general ledger accounts


Perform account maintenance such as title changes, address changes, adding/deleting alternate addresses with mail overrides, completing NOW Worksheets, stop payments (creating, editing and removing), account restrictions (creating, editing and removing), wire transfers, process check orders and re-orders, combining account statements, etc.

Service mortgage customers and respond to inquiries as needed maintaining a thorough knowledge of mortgage products and services. Interpret customer needs and advise them on appropriate mortgage products and services.


Perform all duties professionally and within the Bank's Quality Service Standards.



Maintain an excellent understanding of applicable regulations and laws including but not limited to: RESPA, Flood Disaster Protection Act, Fair Credit Reporting, Regulation Z (Truth in Lending), Regulation B (CRA), Bank Secrecy Act; Regulation P (Privacy of Consumer Financial Information), Service Members Relief Act of 2003.  Maintain an up to date understanding of Bank policies and procedures as they relate to compliance.  


Complete appropriate compliance training.


Secondary Duties:

Assist with daily work as needed.


Carry out financial regulatory responsibilities such as pay taxes, hazard insurance, Private Mortgage Insurance (PMI) and process annual escrow analysis.


Calculate mortgage loan payoffs, discharge mortgage and equity loans.


Maintain proper index rate changes.


Monitor and action reports from Lighthouse Payment Services and Digital Archives to ensure accurate processing of loan payments.


In the absence of the Mortgage Servicing Officer, act as a resource to the Mortgage Servicing Team to approve all payoff requests and resolving day-to-day servicing questions and issues.


Perform calculations to determine mortgage payoff amounts.


Process Insight computer transactions such as loan payments, end of day balance and department settlement.


Respond to internal and external customer inquiries and performing research as needed regarding escrow accounts, flood insurance, hazard insurance, private mortgage insurance and real estate taxes.




Bachelor's degree (B. A.) from four-year College or university; a minimum of two years recent directly related experience in Mortgage Lending including reviewing mortgage closing documentation packages and servicing mortgage customers in a large volume environment.  Previous experience with Banking and Mortgage Loan Origination Software required.  Experience with COCC and Encompass platforms is a plus.  Must have the ability to exercise independent judgement to resolve complex customer service problems and independently research issues. Experience mentoring others highly desirable. 



Maintain a solid understanding of Microsoft Office products.  Ability to maintain composure and professionalism when dealing with challenging customer situations.


Excellent organization skills and the ability to prioritize work and manage time efficiently. 


Strong attention to detail skills.  Can monitor own work to ensure quality, accuracy, and thoroughness.



The qualified candidate must have a proven track record of excellent interpersonal, written and verbal communication skills with the ability to effectively assist customers. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.



Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.



Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.  Demonstrate a strong ability to identify, analyze and solve problems arising from customer inquiries such as escrow differences, late charges and mortgage loan payments applied incorrectly which may have a derogative impact on the borrower's credit history while balancing the needs of the customer, the department and the Bank.


HarborOne Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



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