Overview:
We are seeking to fill the role of Quality Assurance Call Monitoring Analyst III. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.
Responsibilities:
• Monitor and ensure procedures regarding mortgage loans are being met according to procedures, regulations, agency and client requirements with respect to Call Monitoring processes
• Identify defects and clearly communicate accurate, concise, and constructive exception details within audit management software
• Escalate critical issues to leadership as necessary
• Daily communication with lines of business to coordinate efforts and identify areas of opportunity
• Establish on-going, productive relationships within the department and across other business lines
• Follow QA Policies and Procedures to ensure adherence with scope of work
• Complete comprehensive second level reviews of testing completed for accuracy and provide results to management
• All other duties as assigned
Qualifications:
Required Skills and Qualifications
• High School Diploma or equivalent required
• 4+ years’ experience within mortgage servicing call center or mortgage servicing call monitoring
• Strong knowledge of state/federal laws and regulations applicable to the servicing of mortgage
loans related to borrower contact
• Analytical ability and basic mathematics to include addition, subtraction, multiplication, division
and percentages
• Ability to adapt to frequently changing processes and procedures
• Ability to work independently and as part of a team.
• Strong communication and interpersonal skills
• Ability to use Microsoft Office applications, including proficiency in Word and intermediate Excel
to include familiarity with pivot tables and formulas
• Ability to maintain strict confidentiality
Desired Skills and Qualifications
• Preventative transactional testing experience based on policies and procedures with a focus on
improvements and quality
• Knowledge of Black Knight products, including but not limited to MSP
• Proficient in quality software ACES
• Attention to detail
• Problem Solving
• Bilingual Spanish/English
About Remote Employment
Essential Functions
Basic job duties an employee must be able to perform with, or without, reasonable accommodation.
- Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Reading Comprehension – Understand 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 – Communicate verbally with others to convey information effectively.
- Active Learning – Understand the implications of new information for both current and future problem-solving and decision-making.
- Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions for clarity, and don’t interrupt at inappropriate times.
- Instructing – Teach others how to do something.
- Judgment and Decision Making – Consider the relative costs and benefits of potential actions to choose the most appropriate one.
- Time Management – Manage one's own time and the time of others.
- Writing – Communicate effectively in writing as appropriate for the needs of the audience.
- Complex Problem Solving – Identify complex problems and review related information to develop and evaluate options and implement solutions.
- Deductive Reasoning – Able to apply general rules to specific problems to produce answers that make sense.
- Problem Sensitivity – Able 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 – Able to read and understand information and ideas presented in writing.
- Inductive Reasoning – Able to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
- Information Ordering – Able 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 – Able to see details at close range (within a few feet of the observer).
- Oral Comprehension – Able to listen and understand information and ideas presented through spoken words and sentences.
- Oral Expression – Able to communicate information and ideas verbally so others will understand.
- Speech Recognition – Able to identify and understand the speech of another person.
- Speech Clarity – Able to speak clearly so others can understand you.
Work Conditions
Able 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.
Physical Demands
- Sitting up to 90% of the time
- Walking and standing up to 10% of the time
- Occasional lifting, stooping, kneeling, crouching, and reaching
Equal Employment Opportunity
LoanCare, its affiliates and subsidiaries, 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, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.
Who We Are
LoanCare is a top national provider in mortgage loan subservicing. For 40 years, LoanCare has been servicing loans for banks, credit unions, independent mortgage companies, and portfolio investors. LoanCare is part of Fidelity National Financial (NYSE: FNF), a Fortune 500 company and leading provider of title insurance and transaction services to the real estate and mortgage industries. For more information, visit loancare.com.
