Remote QC Analyst – Loan Servicing Communications

Carrington; Columbus (OH); Teletrabalho; USD 33 000 - 36 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Healthcare plans

401(k) match

Educational Reimbursement

Employee referral bonuses

Community charitable support

Resumo da oferta

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer interactions via telephone, computer and email, ensuring compliance with quality and regulatory guidelines. The role supports reporting and process improvements and pays $24.00–$26.00 per hour.

Work remotely from home in a position that emphasizes accuracy, calibration, and adherence to loan servicing standards.

Qualificações

• High School Diploma or equivalent required.
• Two or more years of loan servicing call monitoring, call center or quality assurance experience required.

Responsabilidades

• Monitor live or recorded calls with customers and measure 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.

Conhecimentos

Call monitoring

Quality assurance

Bilingual (a plus)

Loan servicing knowledge

Formação académica

High School Diploma

Descrição da oferta de emprego

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer interactions via telephone, computer and email, ensuring compliance with quality and regulatory guidelines. The role supports reporting and process improvements and pays $24.00–$26.00 per hour.

Work remotely from home in a position that emphasizes accuracy, calibration, and adherence to loan servicing standards.