QC Servicing Communications Analyst

Carrington; Honolulu (HI); A distancia; USD 33.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare plans

401(k) discretionary match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Descripción de la vacante

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to work remotely from home in the United States. The role monitors live or recorded customer interactions to ensure compliance with quality and regulatory standards.

You will report findings, help design monitoring guidelines, calibrate scoring, and deliver trend reports while aiming for a 98% score accuracy. Two+ years in loan servicing call monitoring or QA are required, with strong customer service knowledge and

Formación

• Two or more years in loan servicing call monitoring, call center or quality assurance.
• Working knowledge of loan servicing (customer service, collections, home retention, debt recovery).
• Bilingual abilities are a plus.

Responsabilidades

• Monitor live or recorded calls with customers and measure compliance with guidelines.
• Identify opportunities for improvement and report findings to management.
• Assist with the design of call monitoring guidelines and formats.
• Calibrate scoring methods in team meetings.
• Complete reports and projects on monitoring trends.
• Maintain a 98% call score accuracy ratio and ensure timely reviews.
• Assist in exception and dispute review processes.
• Maintain consistent attendance and fulfill essential duties.

Conocimientos

Call monitoring

Quality assurance

Customer service

Bilingual

Educación

High school diploma or equivalent

Descripción del empleo

Come join our amazing team and work remote from home!

The Quality Control Communications Analyst will monitor live and/or recorded communications with customers, via telephone, computer and/or email and measures compliance with established quality and regulatory guidelines. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The pay for this position is $24.00 - $26.00 an hour.

What you’ll do:

• Monitor live or recorded calls with customers and measures compliance with established quality and regulatory guidelines.
• Identify opportunities for improvement and performance trends, and report findings to CMS’ servicing management.
• Assist with the design of call monitoring guidelines and formats.
• Participate in departmental meetings to calibrate scoring methods.
• Complete reports and special projects regarding monitoring trends.
• Responsible for ensuring completion of call reviews and maintaining a 98% call score accuracy ratio.
• Assist in the exception and dispute review process.
• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.
• Perform other duties as assigned.

What you’ll need:

• High School Diploma or equivalent work experience required
• Two (2) or more years of loan servicing call monitoring, call center or quality assurance experience required.
• Working knowledge of loan servicing (customer service, collections, home retention, debt recovery, etc.)
• Bilingual is a plus

Our Company:

Carrington Mortgage Holdings is a holding company whose primary businesses include asset management, mortgages, real estate transactions and real estate logistics. Collectively, the businesses are vertically and horizontally integrated, and provide a broad range of real estate services encompassing nearly all aspects of single-family residential real estate transactions in the United States. Guided by a leadership team with a wealth of industry experience and guided by a consistent philosophy, Carrington maintains the necessary infrastructure to ensure stability and maximize value during any market cycle. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonhc.com .

What We Offer:

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.

• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.

• Customized training programs to help you advance your career.

• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.

• Educational Reimbursement.

• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

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Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.