99 Mphasis Jobs
QA - Call Monitoring
Mphasis
posted 30d ago
Flexible timing
Key skills for the job
Call Center Rep
Digital Risk s mission to Make Mortgages Safe relies on the perfect blending of human experience and state-of-the-art technology to serve its workforce and clients.
Digital Risk s 1,500+ team members make us one of the largest mortgage outsource providers in the U.S., supplying appraisal and mortgage processing, underwriting and closing to the largest banks and loan originators.
Position Overview:
The Mortgage Call monitoring QC will be responsible for listening to calls of onshore processors who perform a variety of loan documentation duties on complex loan packages and ensure compliance with policies and procedures for loan products. Call QC reps will need to ensure that processors have followed the correct procedures and regulatory and compliance guidelines Candidates must possess a strong sense of urgency with an ability to work in a team environment, maintaining excellent organizational, communication, PC skills and an eye for detail.
Essential Job Functions:
Manage an assigned Call QC pipeline of loans on a daily and weekly basis
Should be able to listen attentively and check if the Processor has followed required
o SAFE Licensing requirements in terms of Individual states, Rate& Term discussion, Fee discussion, Counteroffers and restructuring, Loan disposition, Eligibility, NMLS.
o Compliance requirements in terms of call monitoring disclosure and questions related to the same
o Client treatment review - including, greeting, deadlines, call close, survey, voice mail verbatims
o Call Etiquette - Openness, Professionalism, Adaptability, empathy, accountability, collaboration and expectations setting, customer centric behavior
o Compliant & escalation management - Compliant acknowledgement, recognize complaints, service compliant, compliant resolution, manager escalation required
Should have knowledge of processing functions and originations cycle
Must be flexible and able to work in a fast paced, potentially stressful environment
Should be able to multitask with documenting feedback while listening to calls
Requirements:
Graduate/UnderGrad - preferably in commerce
Strong PC, typing and technical and Voice skills required
Strong work ethic and flexibility in a fast paced environment
2 + years in the mortgage industry with some knowledge of Quality Control & call monitoring
Must have experience in the specific scope of work position being filled, demonstrating current acceptable production and quality rating metrics
Candidates must pass background checks
Candidates must be okay to work rotational and US night shifts.(24/7) and work over weekends when required
About Digital Risk:
Employment Type: Full Time, Permanent
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1-4 Yrs
Bangalore / Bengaluru