Process Associate- call monitoring
Job Description:
Call Monitoring FTE is responsible for assessing the performance of the customer service reps who deal with our client’s existing and potential customers. The SPA will monitor inbound and outbound calls to assess customer service rep’s demeanor, technical accuracy and compliance to company policies and procedures.
Requirement:
- Graduates in any discipline
- Knowledge of US Residential Mortgage - Primary and Secondary market
- Minimum of 3 Yrs experience in the US Mortgage Servicing with hands on knowledge & experience of mortgage statements, payment allocation & collection, late payment charges, payoffs & escrows
- 3-5 years’ experience in call monitoring and providing trend data analysis, quality reports and feedback to the member connect
- Strong technical skills, experience working with MS-Excel and navigation using workflow applications
- Exposure to Encompass Loan Origination System & MSP is a must
Company Profile
As a leading provider of business process outsourcing solutions, our client helps mortgage organizations do more with less, so they can scale quickly and grow business. They support every task associated with originating, servicing and purchasing loans—leveraging automation to reduce process turn times and costs while enhancing loan quality. Our global team works seamlessly behind the scenes, 24/7, allowing clients to close, sell and service loans faster than they could ever imagine.
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