Team Leader, Call monitoring-US Mortgage Collection

Process Description: Call Monitoring services for the call quality monitoring (CQM) line of business consist of auditing customer facing calls utilizing the checklists provided by the client following a minimum call sampling methodology provided. He/she will review calls for Customer Service professionals, Default Servicing agents, Insurance agents and Promotional Service agents. Part of the process for Call Monitoring involves auditing calls to ensure agents adhere to the compliance guidelines, clients policies and procedures and the quality of the customer experience.

• Call Quality Monitoring functions shall include but not limited to:
• Access via agreed upon secure method Client call recording system and listen to a random sample of call recordings using a defined scorecard, Review and rate each call against key requirements and regulatory risk controls.
• Verify that the call center agent(s) adherence to regulatory and investor/end-client requirements when interacting with Client borrowers.
• Verify that Client team member updated Clients system of record properly and notated the account in accordance with the call flow.
• Compliance with Client collection policies, procedures, and regulatory and investor (end-client) requirements,
• Verify call handling complies with applicable regulations, such as but not limited to, FDCPA
• Verify customer authentication & confirm inquiries receive the appropriate resolution that lead to borrower satisfaction.
• Create and implement customized scorecards to evaluate performance on various metrics like call handling, compliance, and customer service, tailored to Cenlars specific goals and requirements.
• Scorecards should have checkpoints on regulatory compliance, investor requirements and adherence to company policies and procedures, and can also include collector effectiveness evaluations (one call resolution).
• Perform a quality review on the quality call evaluations completed by Supplier in accordance to validate Supplier’s agent scorecards.