> Conduct Call reviews of Mortgage Consultants, Mortgage Specialists and other client facing employees to improve call quality and deliver the highest possible service to our clients and partners. > Listen to a sample of calls to ensure regulatory (TRID, RESPA, TILA, ECOA, etc.) internal compliance and client experience expectations as defined by the business goals and objectives of leadership. > Responsible for review tools, calibrating results, and scoring methodology. > Deliver individual one-on-one and group coaching and performance feedback as defined by analysis and leadership. > Actively participate in new business initiatives. > Monitor defects, identify trends and develop/deploy process improvements. > Partner with training to develop curriculum and ongoing education material. > Interface with internal and external groups to acquire data required for reports. > 3-5 years of experience in client facing services (Call Center Operations and/or retail), mortgage originations experience (Operations/Fulfillment and/or Sales) and call monitoring and coaching experience > Graduate / Bachelor's degree. > Strong understanding of end-to-end mortgage process and products. > Experience with NICE call monitoring systems, contact center technology applications and reporting. > Knowledge of Mortgage related state-specific and Federal Regulations (i.e., TRID, RESPA, TILA, ECOA, etc.). > Mortgage experience with High Net Worth/Ultra High Net Worth preferred. > Project management skills preferred: candidate must have the ability to partner with key stakeholders and gain consensus in the development of actionable remediation plans. > Ability to efficiently extract and analyze data, create value-added reporting and data intensive analysis for senior management. > Sharp analytical skills, exceptional problem-solving ability, and creative communication through PowerPoint presentation > Strong listening skills and verbal/written communication with ability to tailor message to different constituents with confidence. > Demonstrated ability to adapt quickly and engage stakeholders at all experience levels. > Analytical thinker with a thoughtful approach to problem solving and data interpretation. > Ability to multitask, prioritize, and act in a fast-paced environment along with the ability to manage many competing priorities. > Works effectively and collaboratively in a small, close team environment. > Independent worker who can press forward with limited guidance. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There's also ample opportunity to move about the business for those who show passion and grit in their work. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.
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