QC Servicing Communications Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee live or recorded customer interactions through phone, computer, and/or email.

• Evaluate adherence to set quality and regulatory standards.

• Spot opportunities for improvement and analyze performance trends.

• Communicate findings to the management team at CMS.

• Aid in the development of call monitoring protocols and templates.

• Engage in departmental meetings to align scoring methodologies.

• Prepare reports and undertake special projects related to monitoring trends.

• Ensure timely completion of call evaluations and uphold a 98% accuracy rate in call scoring.

• Support the review process for exceptions and disputes.

• Maintain regular attendance.

• Carry out additional tasks as assigned.

⛳️ Requirements

• High School Diploma or equivalent work experience is required.

• A minimum of two (2) years of experience in loan servicing call monitoring, call center, or quality assurance is required.

• Familiarity with loan servicing, including customer service, collections, home retention, and debt recovery.

• Bilingual candidates are preferred.

• Execute responsibilities in accordance with company policies and procedures, as well as all applicable US state and federal laws and regulations.

🏝️ Benefits

• Comprehensive healthcare plans for you and your family.

• Discretionary 401(k) match of 50% on the first 4% of your contributions.

• Discounts on fitness, restaurants, retail, and more through the employee portal.

• Customizable training programs.

• Bonuses for employee referrals.

• Educational reimbursement options.

• Community initiatives through the Carrington Charitable Foundation.