Remote QC Communications Analyst - Loan Servicing

Carrington; Dover (DE); Remote; USD 33,000 - 36,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discount programs

Training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Holdings is hiring a Quality Control Communications Analyst to monitor live and recorded customer interactions across telephone, computer, and email channels. The role emphasizes adherence to quality and regulatory guidelines and reports to CMS servicing management.

Compensation is $24.00–$26.00 per hour with potential benefits as part of Carrington’s programs. Ideal candidates have at least two years in loan servicing call monitoring, call center, or quality assurance, with

Qualifications

• 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.

Responsibilities

• 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.

Skills

Loan servicing

Call monitoring

Quality assurance

Call center

Education

High School Diploma

Job description

Carrington Mortgage Holdings is hiring a Quality Control Communications Analyst to monitor live and recorded customer interactions across telephone, computer, and email channels. The role emphasizes adherence to quality and regulatory guidelines and reports to CMS servicing management.

Compensation is $24.00–$26.00 per hour with potential benefits as part of Carrington’s programs. Ideal candidates have at least two years in loan servicing call monitoring, call center, or quality assurance, with