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Quality Assurance Analyst - Mortgage Servicing

Description



The Quality Assurance Analyst will work with members of the Compliance Department and Loan Servicing Department to maintain Colonial's extensive quality control and compliance activities. Responsible for proactively assessing, managing and mitigating compliance risk within Servicing and ensure compliance by following all Federal, State, Local, Investor, and Agency rules and regulations. Specific responsibilities include monitoring and evaluating Customer Support/Relations interactions with Colonial's customers

Responsibilities Include:
  • Monitor and evaluate customer interaction (e.g. phone calls, secured messages) to ensure consistent and accurate processes are conducted with customers
  • Test and provide detailed results to identify Customer Support/Relations skill deficiencies and ensure consistent improvement in the quality of customer interactions
  • Participate in calibration sessions to assess Customer Support Supervisors are evaluating/coaching agent performance consistent with the Quality Assurance Guidelines
  • Working knowledge of all State, Federal, Local, Investor, and Agency rules and regulations
  • Prepare and present reports to management regarding status of compliance in areas of compliance focus
  • Maintain effective working relationships with management
  • Recommend control enhancements that will mitigate areas of risk that may arise from inadequate or failed audit findings
  • Strong analytical, synthesizing, and problem solving skills
  • Escalate to management any deficiencies, problems, or concerns that might be a potential risk


Requirements:
  • 2+ years' experience in a compliance role
  • 2+ years' experience Quality Assurance Call Center/Customer Support
  • 2+ years' experience within mortgage servicing
  • Excellent problem solving skills
  • Excellent verbal and written communication skills, ability to articulate issues, interact with federal and state regulatory authorities, and make presentations to Senior Management
  • Excellent interpersonal skills with the ability to maintain confidentiality
  • Analytical, detailed and results oriented with excellent organizational skills
  • Ability to work in a fast paced changing environment
  • Ability to work independently, prioritize workload, and balance multiple duties
  • Ability to respond quickly to a changing environment
  • Proficient in Microsoft Office


This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer

M/F/Disability/Vet.

Member FDIC | Equal Housing Lender | NMLS ID 401285

Requirements

 

Job Snapshot

Location US-TX-Fort Worth
Employment Type Full-Time
Pay Type Hour
Pay Rate N/A
Store Type Banking
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Company Overview

Colonial Savings

Colonial is a national provider of banking, home loans and insurance. Founded in 1952, the company has $1 Billion in assets and is privately held by choice to ensure our focus remains on our customers and not the expectations of Wall Street. Colonial is rated “Five Stars – Highly Recommended” as one of the strongest financial institutions in the country by Bauer Financial, a leading analyst, and has earned Fannie Mae’s Four STAR award for customer service and foreclosure prevention, as well as the highest achieving STAR Performer for best practices in General Servicing, Collections/Loss Mitigation and Neighborhood Stabilization in 2014. Learn More

Contact Information

US-TX-Fort Worth
Colonial Savings
817-390-2045
Snapshot
Colonial Savings
Company:
US-TX-Fort Worth
Location:
Full-Time
Employment Type:
Hour
Pay Type:
N/A
Pay Rate:
Banking
Store Type:

Description



The Quality Assurance Analyst will work with members of the Compliance Department and Loan Servicing Department to maintain Colonial's extensive quality control and compliance activities. Responsible for proactively assessing, managing and mitigating compliance risk within Servicing and ensure compliance by following all Federal, State, Local, Investor, and Agency rules and regulations. Specific responsibilities include monitoring and evaluating Customer Support/Relations interactions with Colonial's customers

Responsibilities Include:
  • Monitor and evaluate customer interaction (e.g. phone calls, secured messages) to ensure consistent and accurate processes are conducted with customers
  • Test and provide detailed results to identify Customer Support/Relations skill deficiencies and ensure consistent improvement in the quality of customer interactions
  • Participate in calibration sessions to assess Customer Support Supervisors are evaluating/coaching agent performance consistent with the Quality Assurance Guidelines
  • Working knowledge of all State, Federal, Local, Investor, and Agency rules and regulations
  • Prepare and present reports to management regarding status of compliance in areas of compliance focus
  • Maintain effective working relationships with management
  • Recommend control enhancements that will mitigate areas of risk that may arise from inadequate or failed audit findings
  • Strong analytical, synthesizing, and problem solving skills
  • Escalate to management any deficiencies, problems, or concerns that might be a potential risk


Requirements:
  • 2+ years' experience in a compliance role
  • 2+ years' experience Quality Assurance Call Center/Customer Support
  • 2+ years' experience within mortgage servicing
  • Excellent problem solving skills
  • Excellent verbal and written communication skills, ability to articulate issues, interact with federal and state regulatory authorities, and make presentations to Senior Management
  • Excellent interpersonal skills with the ability to maintain confidentiality
  • Analytical, detailed and results oriented with excellent organizational skills
  • Ability to work in a fast paced changing environment
  • Ability to work independently, prioritize workload, and balance multiple duties
  • Ability to respond quickly to a changing environment
  • Proficient in Microsoft Office


This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer

M/F/Disability/Vet.

Member FDIC | Equal Housing Lender | NMLS ID 401285

Requirements

 
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Quality Assurance Analyst - Mortgage Servicing Apply now