Call Monitoring Specialist

Attention to detail, having the ability to listen to the call while paying attention to the screen, filling out forms and staying focused on details to catch violations. · Understand and perform to certain performance metrics, including number of calls monitored and accuracy ratio.

We are seeking a Call Monitoring Specialist for a client in San Antonio. 
 
Job Description:

The individuals will be responsible for listening to pre-recorded calls and scoring each call against a compliance checklist. Calls are about the loan application process from beginning to end. Knowledge of the TRID, SAFE ACT and MLO are preferred, but not required.

Responsibilities:

·         Listen to recorded loan origination calls and score against a compliance checklist. Validate that the original call was done correctly.
·         Identify overall compliance related behavior trends and communicate to management
·         Understand and perform to certain performance metrics, including number of calls monitored and accuracy ratio.

Requirements:

2+ years of experience in Servicing Real Estate/Mortgage, sub-servicing
OR 2+ years’ experience with Collections in Real Estate/Foreclosure/Bankruptcy
Attention to detail, having the ability to listen to the call while paying attention to the screen, filling out forms and staying focused on details to catch violations
 
Preferred:

UDAP, FDCPA, Mini Miranda, and different state law regulations and call recording laws
Real Estate Sub-Servicer experience within the collections center
Experience with call monitoring / quality reviews