Content Quality Analyst

Two Harbors Investment Corp.; Dallas (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

Two Harbors Investment Corp. is seeking a Content Quality Analyst in Dallas to conduct quality reviews of written responses to consumers and regulators, ensuring accuracy, grammar, and wording.

You will help develop and improve correspondence quality processes and assist training materials, while collaborating with the Correspondence Resolution Response Manager and other stakeholders. The role requires two years of business writing, data entry and customer service experience, and availability on

Qualifications

• Two years of business writing experience
• Must have data entry experience
• Two years of customer service experience
• Must have strong writing skills
• Must be available on some weekends as required
• Experience with mortgage, consumer lending,and/or banking issues

Responsibilities

• Conduct quality reviews by evaluating responses drafted by the Correspondence Response Specialists to complaints and inquiries, including associated system entries, using management approved checklists
• Evaluate drafted responses for substantive resolution, writing quality, thoroughness of research and fact patterns, and completeness of response package
• Confirm correct and complete information has been entered into the RPMS system of record (LPS) and Complaint database (SharePoint)
• Generate quality assessment reports for use by Correspondence Department leadership
• Recommend training opportunities based on analysis of work produced
• Act as an internal advocate for White Glove Service and operational excellence
• Work with cross-department co-workers to ensure service delivery objectives are met
• Contribute to continuous improvement projects to enhance efficiency and lower costs
• Other work related duties, as assigned
• Responsible for meeting RoundPoint’s commitment to compliance

Skills

Writing skills

Data entry

Customer service

Weekend availability

Mortgage/banking familiarity

Tools

Microsoft Suite

SharePoint

Adobe Acrobat

BKFS

Job description

Job Description

The Content Quality Analyst is responsible for quality review of formal written responses provided to consumers, regulators, etc., and the associated system entries. The Content QA analyst will focus on fact-checking, proofreading for grammar and punctuation, and typographical errors and wording. Additionally, the analyst will assist in developing and creating new Correspondence quality processes and procedures and make recommendations for enhancements in training materials, policies, procedures and quick reference guides to enhance the quality of the written responses and the overall experience of the customer.

The Contact Center Quality Analyst reports to the Correspondence Resolution Response Manager and must develop strong working relationships with key stakeholders, vendors, and co-workers.

Responsibilities:

• Conduct quality reviews by evaluating the responses drafted by the Correspondence Response Specialists to complaints and inquiries received, including associated system entries, using management approved checklists.
  • Evaluate drafted responses for:
    • Appropriate substantive resolution
    • Writing quality (spelling, grammar, and logical flow)
    • Thoroughness of research and fact patterns
    • Completeness of response package
  • Confirm correct and complete information for each item has been entered into the RPMS system of record (LPS) and Complaint database (SharePoint)
• Generate quality assessment reports for use by Correspondence Department leadership.
• Recommend training opportunities based on analysis of work produced.
• Act as an internal advocate for White Glove Service and operational excellence.
• Work with cross-department co-workers to ensure that all service delivery objectives are met.
• Contribute to continuous improvement projects to enhance efficiency and lower costs.
• Other work related duties, as assigned.
• Responsible for meeting RoundPoint’s commitment to compliance.

Qualifications:

Required:

• Experience using Microsoft Suite, SharePoint, Adobe Acrobat, BKFS
• Two years of business writing experience
• Must have data entry experience
• Two years of customer service experience
• Must have strong writing skills
• Must be available on some weekends as required
• Experience with mortgage, consumer lending,and/or banking issues

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their role.

• Ability to communicate effectively through speech and hearing, both in-person and over the phone.
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
• Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
• Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents.
• Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
• Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.

Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.