🏡 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.

• At least 1 year of experience with mortgage appeals and resolutions.

• Understanding of the mortgage loan lifecycle and how defects can originate across different stages of the process.

• Experience working with loan documentation, conditions, compliance requirements, and post-closing issues.

🔍 AUS & Guideline Knowledge

• Experience reading and interpreting DU and LP/LPA findings.

• Ability to research applicable agency, investor, mortgage insurance, and company requirements.

• Understanding of how underwriting findings and loan documentation affect audit and quality-control outcomes.

• Ability to identify discrepancies and determine what additional documentation or corrective action is necessary.

• Strong attention to accuracy when interpreting loan requirements.

💻 Technology & Systems

• At least 1 year of experience using Encompass.

• Experience working with mortgage Loan Origination Systems and related operational technology.

• Ability to navigate loan documentation, audit findings, pipeline information, and supporting records efficiently.

• Comfortable learning and working within audit-resolution and quality-control platforms, including tools such as Audit Genius.

• Ability to use technology and available data to maintain pipeline visibility and support timely resolutions.

🔍 Problem Solving & Resolution Management

• Strong analytical and problem-solving skills.

• Ability to research complex issues and identify root causes.

• Comfortable working through problems directly with internal partners, clients, and other parties.

• Ability to distinguish between an immediate correction and a broader process issue.

• Strong judgment regarding when an issue can be resolved independently versus when escalation is necessary.

• Demonstrated ability to take ownership of an issue and drive it through resolution.

📊 Pipeline & Priority Management

• Ability to independently manage multiple audit findings and competing priorities.

• Strong organizational skills and attention to detail.

• Ability to maintain accurate tracking of outstanding items and follow-up requirements.

• Comfortable working within established service-level and turnaround expectations.

• Ability to prioritize based on urgency, risk, investor requirements, and business impact.

• Demonstrated ability to work independently with minimal supervision.

🛡️ Quality, Risk & Compliance

• High level of integrity and commitment to accurate, compliant loan resolution.

• Strong attention to quality and documentation.

• Ability to identify defects, discrepancies, and potential operational risks.

• Understanding of the importance of investor, agency, mortgage insurance, and company requirements.

• Ability to recognize recurring issues that may create broader organizational risk.

• Commitment to preventing repeat defects through thoughtful corrective action.

🤝 Communication & Partnership

• Strong written and verbal communication skills.

• Ability to adapt communication and requests based on different audiences and situations.

• Comfortable communicating with internal departments, leadership, clients, borrowers, settlement agents, real estate agents, and other parties.

• Ability to navigate challenging conversations while remaining professional and solutions-focused.

• Strong follow-through and commitment to keeping stakeholders informed.

• Demonstrated ability to embody eLEND's core values through day-to-day actions and interactions.

🔄 Adaptability

• Ability to adjust quickly as priorities, audit findings, investor requirements, and business needs change.

• Comfortable working across multiple departments and engaging different subject-matter experts.

• Maintains a calm, professional, and solutions-focused approach when resolving complex issues.

• Willingness to take on additional responsibilities based on competencies, experience, and organizational needs.

• Commitment to continuous learning and improvement.

📆 A Day in the Life

Your day may include:

• Reviewing the active Audit Resolution exception pipeline and identifying the day's highest-priority items.

• Responding to Level 1–3 defects within Audit Genius.

• Researching loan files to determine the root cause of identified defects.

• Following up with Operations or team leaders regarding internal process issues.

• Partnering with Post-Closing Quality Control and Underwriting to review recurring defect trends.

• Working with the Insuring Department to resolve critical errors.

• Supporting the Repurchase Department with repurchase demands and Investor QC findings.

• Researching issues involving FHA documentation, 4506-C, PTF conditions, and other loan requirements.

• Contacting internal and external parties to obtain missing credit or closing documentation.

• Communicating audit resolutions to the responsible departments and team members.

• Relaying responses and supporting documentation back to Quality Control.

• Reviewing recurring defects to identify potential process or training gaps.

• Creating or improving processes, job aids, training, or quality checks designed to prevent future defects.

• Monitoring turnaround times and ensuring open exceptions continue moving toward resolution.

• Collaborating across departments to resolve discrepancies and strengthen the overall loan process.

💰 Compensation & Benefits

• Competitive hourly compensation of $24.86–$31.07 per hour

• Comprehensive medical, dental, and vision coverage

• 401(k) plan with company participation

• Paid time off and company holidays

• Professional development and career growth opportunities

• Access to tools, technology, and resources that support quality and operational success

• Collaborative and growth-oriented team environment

💼 Worksite

Remote

• Supports the Audit Resolution and Quality Control functions across eLEND.

• Partners closely with Post-Closing Quality Control, Underwriting, Operations, Insuring, Repurchase, and other mortgage teams.

• Responsible for maintaining daily visibility into the active exception pipeline.

• Works independently while collaborating extensively across departments to research and resolve audit findings.

• Communicates with internal and external parties to obtain documentation and resolve discrepancies.

• Plays an important role in protecting loan quality, compliance, investor relationships, and operational performance.

🌟 How You'll Elevate the Experience

This role lives at the intersection of Own It and The Relentless Pursuit of Better.

Own It defines how you approach every audit finding. You won't simply identify an issue and pass it along. You'll research what happened, chase down missing documentation, engage the appropriate teams, work through escalations, and stay with the issue until there is a clear resolution. Your ownership helps ensure loans move through post-closing and insuring requirements accurately and efficiently.

The Relentless Pursuit of Better shows up in what you do with the information you uncover. You'll look beyond the individual defect to identify patterns, root causes, and opportunities to strengthen the broader process. Whether that means closing a workflow gap, improving training, developing a job aid, strengthening a quality check, or recommending a process change, you'll help turn audit findings into meaningful operational improvements.

Ultimately, you will help create an environment where defects are not simply resolved, but understood, learned from, and prevented from recurring.

🌈 Equal Opportunity for All

At eLEND, we are committed to building a diverse and inclusive workplace where all team members are respected, supported, and empowered to succeed. Employment decisions are based on qualifications, experience, and business needs, ensuring equitable opportunities for all individuals regardless of background or identity.

💬 Stay Connected

Join today to connect with our team, stay informed about upcoming opportunities, and explore how your mortgage operations experience, analytical skills, commitment to quality, and passion for continuous improvement can help strengthen the lending experience at eLEND.