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Fair Servicing Compliance Specialist

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Location: Dallas, TX, United States
Req ID: 009917

Job Description


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Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

The Fair Servicing Compliance Specialist will report to the VP of Fair Servicing Compliance and assist in the execution of the fair servicing program, including routine fair servicing testing and monitoring of Mr. Cooper performing, default and reverse servicing activity. The ideal candidate will have an seasoned regulatory compliance and risk management background and experience with analysis of data including statistical analyses and qualitative analyses. The ideal candidate will also have a background in mortgage servicing operations. The Compliance Specialist must work closely with business partners and stakeholders to resolve potential fair treatment gaps. 

Roles & Responsibilities:

  • Conduct file reviews, including development of test questions, sample selection, reading analyzing and interpreting loan files, including but not limited to loss mitigation applications and default servicing activity.
  • Monitors escalated fair servicing calls and written complaints for validation of issue and purported risks.
  • The individual must be able to investigate a variety of origination and servicing-related issues using various research tools in order to validate if the customer’s allegations are true and if the business response was sufficient.
  • Complete complaint investigations within departmental timelines including identifying systemic issues any recommending improvements to improve efficiency and/or customer experience to mitigate fair treatment risks.
  • Ability to think-outside-the-box and possess in-depth knowledge of and understanding of the residential mortgage origination and servicing process.
  • Promote a risk aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.
  • Maintain a high-level of awareness and knowledge of regulatory compliance requirements and assist in identifying significant compliance risks.
  • Reports any potential concerns about non-compliance with applicable laws and regulations.
  • The individual should be adaptable to changing business needs and demands within the broader Servicing Risk & Compliance organization to provide support as needed

Functional Job Competencies

Customer Focus:  Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it to validate and review; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Written Communications: Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Process Management: Excellent critical thinking skills and ability to figure out processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure.

Core Requirements:

  • Bachelors preferred, masters, JD, and/or relevant professional designations are a plus
  • 3 or more years of mortgage servicing experience such as default servicing, Compliance, or Legal
  • Ability to analyze and interpret large data sets
  • Strong Customer service skills and verbal and written communication skills
  • Knowledgeable of applicable fair servicing and fair treatment laws including ECOA, FHA, UDAAP, ADA, standard mortgage servicing regulations etc.
  • Knowledge of the following servicing programs preferable, but not required: LSAMS,  Equator, LPS/Blacknight
  • Knowledge of Microsoft Office suite products (i.e. Excel) required

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

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Job Category:

Corporate Compliance

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Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

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