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Quality Control Call Monitoring Specialist

  • Anywhere

Company :
ServiceLink

Location :
Virginia Beach, Virginia

Expiry Date :
Mon, 07 Dec 2020 23:59:59 GMT

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Description :
Quality Control Call Monitoring Specialist A re you ready to take your career to the next level? LoanCare, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry, to join our team as Call Monitoring Specialist. The ideal candidate will enjoy working with clients, both internal and external; be detail oriented; and is driven to meet tight deadlines in a fast paced environment. If you are ready for a career and not just your next job, now is the time to join our team and become a part of something big. A DAY IN THE LIFE In this role, you will… – Review assigned audits – Research federal, state, insurer and investor guidelines – Complete required training – Validate responses from line of business for exceptions found – Conduct meetings with line of business for disputed findings – Conduct targeted audits as needed from VP and/or SVP – Cross training within department and line of business – Contact vendors to receive necessary documents to complete audit review WHO YOU ARE You possess … – Strong verbal and written communication skills – Moderate Microsoft Office Suite Skills, focusing mostly on Excel, Outlook and One Note – Reasonable problem solving skills – Strong ability to prioritize work load to meet deadlines accordingly – Experience in conducting business with offshore vendors – Positive attitude, adaptability and team player – Knowledge of mortgage industry and banking regulations – Knowledge of mortgage loan documents, to include post-closing through default – Auditing skills preferred – High school degree or equivalent required – MSP knowledge preferred – Bilingual, preferably Spanish, highly desired WHO WE ARE About us … LoanCare, a ServiceLink company, is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry. LoanCare is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. DETAILED JOB DUTIES – Performs scheduled call monitors, audits, and call calibration sessions – Completes quality control call monitoring scorecard for all calls monitored – Conducts weekly calls with third party servicer providers – Reviews and resolve s call monitoring scorecard disputes with business units timely – Creates and distributes weekly and periodic reports to management on call monitoring results – Makes recommendations to improve call monitoring process including to guidelines and scorecards – Updates scorecard templates as required within the telephony system – Participates in federal, state, investor, and insurer training to remain current on all applicable regulations – Assists with operational quality control audits as needed – All other duties as assigned MINIMUM QUALIFICATIONS – High School Diploma or equivalent – 3 or more years’ experience conducting call center monitoring in customer service, collections or loss mitigation – Working knowledge of the Microsoft Office Suite, including Word, Excel, as well as experience with call monitoring telephony systems – Attention to detail and strong organizational skills – Effective verbal and written communication skills – Flexible and dependable – Excellent customer service skills – Professional and positive attitude – Excellent problem resolution skills WORK CONDITIONS Working conditions are normal for an office environment. Must have the ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary. Some travel may be required. ESSENTIAL FUNCTIONS Overtime Required as necessary Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Reading Comprehension Understanding written sentences and paragraphs in work related documents. English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Speaking Talking to others to convey information effectively. Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making. Active Listening Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Instructing Teaching others how to do something. Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one. Time Management Managing one’s own time and the time of others. Writing Communicating effectively in writing as appropriate for the needs of the audience. Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense. Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. Written Comprehension The ability to read and understand information and ideas presented in writing. Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Information Ordering The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). Near Vision The ability to see details at close range (within a few feet of the observer). Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences. Oral Expression The ability to communicate information and ideas in speaking so others will understand. Speech Recognition The ability to identify and understand the speech of another person. Speech Clarity The ability to speak clearly so others can understand you. PHYSICAL DEMANDS Sitting up to 95% of time Walking up to 5% of timeOccasional standing, stooping, kneeling, crouching and reaching LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable law. Operations All Other VA – Virginia Beach LoanCare Servicing Operations Nov 4, 2020, 5:19:31 PM