Call Center Oversight Analyst (CCOA)

Job Description

Day-to-Day:

– Perform daily QA call monitoring of Sub-Servicers to ensure compliance with all regulatory and investor requirements

– Monitor recorded calls for consistency in adherence to department guidelines, policies, and procedures

– Create and provide feedback, identify trends, and pinpoint performance improvement opportunities and training needs through data analytics and call observations

– Provide timely feedback on Sub-Servicer performance to Lakeview management

– Identify and report cases needing escalation to Sub-Servicers and Lakeview management

– Assist in the development and revision of QA evaluation forms, guidelines, and reports as needed

– Conduct performance monitoring and Quality Assurance testing of Sub-Servicers as required

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

To learn more about how we collect, keep, and process your private information, please review Insight Globals Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

Must-Haves:

 1 years of mortgage servicing experience (call center preferred)

 Knowledge and background in the mortgage servicing industry

 Proficiency in Microsoft Office and understanding of mortgage servicing systems and network systems

Experience with and understanding of agency guidelines as they pertain to Loss Mitigation null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.