QC Servicing Communications Analyst
At a glance
Mid-level Communications role at Carrington. Remote, United States · full-time · no salary stated · we estimate $77,500–$133,544 across the United States.
Carrington has not published a salary for this role. The figure below is our estimate, not theirs.
remoteroles summary, based on the employer's posting.
What you'll do
- Review customer calls live or from recordings, checking them against quality standards and regulatory rules
- Spot recurring performance issues and improvement areas, then share your findings with servicing managers
- Help shape call review guidance and scoring formats, and align scoring with colleagues in department meetings
- Finish call reviews, keep scoring accuracy at the stated target, and support exception and dispute reviews
- Prepare reports and special projects based on monitoring trends
What you bring
- At least two years in loan-servicing call reviews, call-center work or quality assurance
- A high school diploma or equivalent work experience
- Working familiarity with loan-servicing areas such as customer service, collections or home retention
Who this fits
This remote U.S. role suits someone with hands-on loan-servicing or call-quality experience who is comfortable evaluating customer communications and sharing findings.
From the employer
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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