VOE Specialist

Summary:

The Verification of Employment (VOE) Specialist is responsible for verifying the employment and income of mortgage applicants to support the loan underwriting process. This role serves as the primary point of contact between lenders and employers, ensuring employment information is accurate, complete, and compliant with mortgage industry guidelines. The specialist plays a critical role in minimizing lending risk by validating employment data against the Uniform Residential Loan Application (Form 1003) and adhering to Fannie Mae, Freddie Mac, FHA, VA, and RESPA requirements.

Essential Job Duties and Responsibilities:

• Conduct 40+ outbound calls daily to employers and Human Resources departments to complete Verbal Verifications of Employment (VVOE).

• Verify employment status, job title, dates of employment, and income information for mortgage applicants.

• Review and authenticate employment-related documents, including W-2 forms, pay stubs, and tax returns, ensuring accuracy and consistency.

• Compare verified information against the Uniform Residential Loan Application (Form 1003) and identify any discrepancies.

• Escalate income inconsistencies, employment concerns, or potential fraud indicators to the appropriate stakeholders.

• Maintain a minimum Quality Assurance (QA) score of 95% while ensuring zero compliance errors.

• Ensure all employment verifications comply with Fannie Mae, Freddie Mac, FHA, VA, and RESPA guidelines.

• Handle borrowers' confidential and personally identifiable information (PII) with the highest level of security and professionalism.

• Provide exceptional customer service while communicating with employers, borrowers, and internal teams.

• Follow up with employers and borrowers via email when required to obtain verification or supporting documentation.

• Maintain accurate documentation of all communications and verification activities within mortgage systems.

• Review, update, and maintain Excel reports and tracking logs.

• Demonstrate strong attention to detail while managing multiple tasks in a fast-paced environment.

• Collaborate with underwriting, processing, and quality assurance teams to ensure timely loan processing.

• Comply with all company policies and procedures.

• Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

• This position is an individual contributor.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Proficiency in Microsoft Office, particularly Excel and Outlook.

• Familiarity with mortgage industry software and loan origination systems is preferred.

• Ability to maintain accurate documentation and reporting.

Education and/or Experience:

• High School diploma required. Bachelor’s degree preferred.

• 2–3 years of experience in a call center or customer service environment.

• Mortgage industry experience is preferred.

• High-energy individual with a positive attitude and a strong willingness to learn.

Certificates, Licenses, Registrations:

• None Required

Work Complexity:

Problems and issues faced are general, and require interpretation and some analysis of company  policies and procedures to understand and resolve.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.

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