Audit Resolution Specialist

🏡 About Us

At eLEND, we are committed to delivering an exceptional mortgage experience through operational excellence, strong risk management, regulatory compliance, and client-focused partnership.

Our Quality Control and Operations teams play a critical role in protecting loan quality after closing by identifying defects, resolving exceptions, addressing audit findings, and ensuring lessons learned translate into stronger processes across the organization.

The Audit Resolution Specialist is responsible for taking ownership of audit findings from identification through resolution. This role works across Quality Control, Underwriting, Operations, Insuring, Repurchase, and other business areas to understand why defects occurred, resolve them quickly and accurately, and help prevent similar issues from happening again.

✨ Why This Role Matters

As an Audit Resolution Specialist, you will help protect eLEND from operational, compliance, investor, and repurchase risk by ensuring audit findings are resolved correctly and efficiently.

You will manage an active exception pipeline, research defects, gather documentation, communicate with internal and external partners, and drive issues through final resolution.

Success means more than simply responding to an audit finding. You will identify the root cause, determine the appropriate resolution, and use what you learn to help strengthen processes, training, controls, and overall loan quality.

🛠️ Key Responsibilities

📊 Exception Pipeline & Daily Management

• Maintain ownership and visibility of the active open exception pipeline.
• Keep audit exceptions current, organized, and moving efficiently toward resolution.
• Take accountability for the overall Audit Resolution pipeline each day.
• Prioritize time-sensitive defects, investor requests, audit responses, and outstanding documentation.
• Maintain accurate tracking and documentation throughout the resolution process.
• Ensure open items receive appropriate follow-up and do not remain unresolved unnecessarily.
• Balance multiple competing priorities while maintaining quality and established turnaround expectations.

⏱️ Turn Times & Audit Response Management

• Deliver timely Audit Resolution responses while maintaining accuracy and completeness.
• Review and respond to Level 1–3 defects within the Audit Genius portal.
• Monitor outstanding audit findings and ensure appropriate parties are engaged quickly.
• Gather supporting information and documentation necessary to respond effectively.
• Follow issues through final resolution rather than simply routing them to another department.
• Maintain clear communication with stakeholders throughout the resolution process.

🔍 Root-Cause Analysis & Defect Resolution

• Research each defect to determine what occurred during the loan process and why.
• Identify the underlying root cause rather than focusing solely on correcting the immediate issue.
• Determine whether defects originated from process gaps, documentation issues, guideline interpretation, training opportunities, system limitations, or execution errors.
• Communicate findings clearly to the appropriate team members and leaders.
• Provide resolutions to departments and team members responsible for identified defects.
• Document findings and resolutions to support consistency, accountability, and future prevention.

🛡️ Quality Control & Defect Prevention

• Partner closely with Post-Closing Quality Control and Underwriting to identify recurring quality trends.
• Review Post-Closing Quality Control findings and help determine appropriate corrective actions.
• Identify recurring defects that may indicate broader operational or training concerns.
• Partner with Operations to develop process changes, training, policies, job aids, and controls designed to prevent future defects.
• Help strengthen quality-control measures across post-closing processes.
• Use defect trends and audit findings to identify opportunities for continuous improvement.
• Reinforce accurate documentation, consistent processes, and appropriate ownership throughout the loan lifecycle.

🚨 Critical Error & Escalation Resolution

• Work with the Insuring Department to resolve critical errors.
• Research complex or high-risk discrepancies and determine the appropriate path toward resolution.
• Engage team leaders when defects indicate concerns within internal processes.
• Escalate issues appropriately when additional authority, expertise, or leadership involvement is required.
• Maintain ownership and follow-through until the issue has been appropriately resolved.
• Communicate clearly with all stakeholders regarding status, outstanding requirements, and next steps.

🏦 Repurchase & Investor Quality Control

• Partner with the Repurchase Department to respond to repurchase demands.
• Support responses to Investor Quality Control review issues.
• Research loan documentation, findings, and applicable requirements to support appropriate responses.
• Gather supporting evidence and documentation necessary to address investor concerns.
• Coordinate with internal stakeholders to ensure responses are accurate, timely, and well documented.
• Identify trends within repurchase or investor findings that may require broader corrective action.

📑 Loan Documentation & Processing Resolution

• Work across eLEND departments to resolve a wide range of loan-processing and documentation issues.
• Research discrepancies involving FHA documentation, 4506-C, PTF conditions, and other applicable loan requirements.
• Obtain missing or corrective documentation necessary to resolve audit findings.
• Review available loan information to determine what additional documentation or action is required.
• Coordinate with responsible departments to ensure issues are resolved accurately and efficiently.
• Maintain clear records of resolution activities and supporting documentation.

🤝 Internal & External Partner Collaboration

• Partner across Underwriting, Processing, Closing, Post-Closing, Quality Control, Insuring, Repurchase, Operations, and other business areas.
• Work directly with parties involved in the loan transaction when additional information is required.
• Communicate with real estate agents, settlement agents, borrowers, clients, and internal partners to obtain credit and closing documentation needed for audits.
• Build productive working relationships that support timely issue resolution.
• Adapt communication style and channel based on the audience, urgency, and complexity of the situation.
• Provide high-quality service to both internal and external partners.

⚙️ Process Improvement

• Develop, refine, and implement processes for resolving processing defect findings.
• Identify recurring bottlenecks, errors, and inefficiencies within the audit-resolution process.
• Recommend sustainable improvements that address the root cause of recurring defects.
• Partner with Operations and Quality Control to strengthen workflows and preventative controls.
• Help develop job aids, training resources, and quality checks that improve consistency.
• Evaluate whether corrective actions are producing the intended improvements.
• Continuously look for opportunities to reduce repeat defects and strengthen post-closing quality.

📝 Operating Standards & Compliance

• Maintain strong working knowledge of applicable mortgage insurance regulations, agency requirements, investor guidelines, and company procedures.
• Ensure audit-resolution activities are handled with integrity and appropriate documentation.
• Maintain compliance with applicable regulatory and operational requirements.
• Apply consistent standards when researching and resolving audit findings.
• Identify compliance concerns and escalate them appropriately.
• Protect confidential borrower and loan information throughout the audit-resolution process.
• Perform additional responsibilities as assigned based on business needs, competencies, and experience.

🌈 Communication & Service

• Provide responsive, professional, and solutions-focused service to internal and external partners.
• Adjust communication style and delivery based on the needs of the audience.
• Communicate difficult findings clearly while maintaining professionalism and partnership.
• Keep stakeholders informed throughout the resolution process.
• Ask thoughtful questions to obtain the information necessary to resolve issues.
• Balance urgency with accuracy when communicating time-sensitive audit matters.
• Create confidence by demonstrating ownership, knowledge, and consistent follow-through.

🎯 What You Bring

🏠 Mortgage Operations Experience

• High school diploma or GED, or at least 3 years of professional work experience.
• Mortgage Operations experience at the Senior Processor or Junior Underwriter level.