Contact Monitoring Specialist

Brightshore Mortgage, Inc.; Ocala (FL); On-site; USD 52,000 - 68,000; Full time

Job summary

BrightShore Mortgage is seeking a Contact Monitoring Specialist to evaluate borrower interactions across phone, AI-assisted conversations, and email. The role ensures compliance with internal standards and regulatory expectations while supporting training and coaching initiatives to raise performance and borrower satisfaction.

The position emphasizes collaboration with department leaders to identify coaching needs, track quality trends, and contribute to continuous improvement in servicing

Qualifications

• High school diploma or GED required; Associate’s or Bachelor’s degree in Business, Communications, or a related field preferred.
• 2+ years of experience in mortgage servicing, customer service, call center operations, or contact quality assurance.
• Experience reviewing borrower communications in verbal and written formats (calls, emails, system-generated content).
• Familiarity with mortgage servicing systems, servicing regulations, and call handling standards (FDCPA, ECOA).

Responsibilities

• Monitor and evaluate live and recorded borrower calls across servicing teams (Customer CARE, SPOC, Collections, Default).
• Review AI-generated transcripts and audio to assess accuracy, tone, and regulatory compliance.
• Audit email communications for professionalism and policy adherence.
• Score interactions based on quality standards and document findings and trends.
• Identify coaching opportunities and escalate quality concerns to leadership.

Skills

Attention to detail

Regulatory knowledge

Communication skills

Call center operations

Education

Associate’s or Bachelor’s degree in Business or Communications

High school diploma or GED

Tools

MSP or FICS Mortgage Servicer

Excel

Outlook

Job description

Position Summary

The Contact Monitoring Specialist is responsible for evaluating and enhancing the quality of borrower interactions across all communication channels, including phone calls, AI-assisted conversations, and email. This role supports BrightShore Mortgage’s commitment to consistent, compliant, and high-quality servicing by reviewing contact activity across departments such as Customer CARE, Collections, SPOC, Default, and general call center teams.

This position monitors and scores a variety of borrower interactions, including live agent calls, AI-generated voice calls, and email communications, ensuring alignment with internal service standards, regulatory expectations, and the company’s cultural pillars. The specialist collaborates with department leaders to identify coaching needs, support training efforts, and recommend improvements that drive high performance, accuracy, and borrower satisfaction throughout the contact lifecycle.

Core Competencies:

• Demonstrates strong attention to detail when reviewing and scoring borrower interactions across multiple channels
• Understands call center operations, collections practices, SPOC engagement, and customer service protocols
• Shows familiarity with AI-driven interactions and the ability to evaluate quality and accuracy of both human and automated responses
• Maintains confidentiality and objectivity while reviewing sensitive communications involving borrowers and team members
• Communicates clearly and professionally when documenting findings, offering feedback, or collaborating with management
• Displays strong time management and organizational skills to handle a high volume of reviews across departments and formats
• Applies knowledge of compliance and regulatory requirements to ensure all reviewed communications meet internal and external standards
• Supports BrightShore Mortgage’s pillars of Leadership, Raving Fans, Transparency, and High Performance through consistency, fairness, and process ownership

Supervisor Responsibilities (if applicable)

• N/A

Duties/Responsibilities

• Monitor and evaluate live and recorded borrower calls across servicing teams, including Customer CARE, SPOC, Collections, and Default
• Review AI-generated phone call transcripts and audio files to assess accuracy, tone, regulatory compliance, and borrower experience
• Audit email communications from all borrower-facing teams to ensure professionalism, consistency, and adherence to policy
• Score interactions based on established quality standards and contact monitoring forms, documenting findings and trends
• Identify coaching opportunities and escal quality concerns to supervisors or department leaders as appropriate
• Maintain tracking logs of completed reviews, including call outcomes, compliance flags, and service observations
• Partner with team leads, supervisors, managers and trainers to support calibration sessions, contribute to training content, and reinforce quality goals
• Ensure that all monitored contacts meet regulatory requirements, such as FDCPA, ECOA, and internal servicing guidelines
• Collaborate with Training, and Servicing leadership to refine monitoring tools, feedback loops, and performance benchmarks
• Assist with the development and periodic refresh of contact monitoring scorecards and audit criteria
• Support reporting efforts by providing summaries of contact quality trends, audit outcomes, and department-specific performance themes
• Participate in departmental meetings, coaching sessions, or initiatives aimed at improving overall borrower interaction quality
• Perform other duties or project-based assignments as requested to support continuous improvement in contact performance

Education, Experience and /or Skills

• High school diploma or GED required; Associate’s or Bachelor’s degree in Business, Communications, or a related field preferred
• 2+ years of experience in mortgage servicing, customer service, call center operations, or contact quality assurance
• Experience reviewing borrower communications in both verbal and written formats, including calls, emails, and system-generated content
• Familiarity with mortgage servicing systems, servicing regulations, and call handling standards such as FDCPA and ECOA
• Experience working with AI-driven systems or virtual agents is a plus
• Proficient in Microsoft Office, particularly Excel and Outlook; experience with call monitoring platforms preferred
• Strong written communication skills for documentation and feedback delivery
• Demonstrated ability to remain objective, accurate, and consistent when evaluating employee performance and customer experience

Computer & Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work-station and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

EEO Statement: As part of our dedication to the diversity of our workforce, BrightShore Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.