Call Quality Control Analyst II

Shellpoint Mortgage Servicing - Coppell, TX

Full-time - Mid Level

Coppell, TX

Credit Intermediation and Related Activities

About the position

Shellpoint Mortgage Servicing (SMS) is one of America's top-five non-bank mortgage-servicing companies, specializing in managing loan portfolios for businesses that own mortgage loans, such as banks and real estate investment firms. The Call Quality Control Analyst II plays a crucial role in ensuring the quality of customer interactions by conducting call monitoring audits and providing oversight for various functions within the organization. This position is integral to maintaining compliance and enhancing the overall customer service experience by identifying areas for improvement and ensuring adherence to established procedures and policies. In this role, the analyst will listen to a sample of calls from different departments, including Customer Service, Collections, and Loss Mitigation, and provide timely feedback through scorecards and other feedback channels. The analyst will document and track remedial actions to eliminate recurring errors and work closely with management to stay updated on procedure and policy changes. Additionally, the analyst will issue findings and recommendations to Operations and Production teams for valid exceptions and will utilize spreadsheets and databases to maintain detailed audit records. The Call Quality Control Analyst II will also conduct audits to identify operational risks and escalate issues to Compliance management. Monthly workflow audits will be completed, and the analyst will serve as a resource for auditors needing assistance with these audits. The position requires thorough research and review of accounts and processes selected for call audits, ensuring that all findings are defensible and free of grammatical errors. The analyst will assist in the completion of all investor call audits, regulatory audits, state licensing audits, and any external audits conducted on the business, while also performing daily call monitoring audits as assigned.

Responsibilities

• Listen to a sample of calls for Customer Service, Collections, Loss Mitigation, and other call center units and provide timely feedback through scorecard delivery and other feedback channels.
• Document, track remedial action/action plan to assist in elimination of recurring errors.
• Work in conjunction with management to stay current with all procedure and policy changes and be aware of the department's priorities related to call quality expectations.
• Issue findings/recommendations to Operations and Production for valid exceptions.
• Use spreadsheets and databases to maintain detailed audit records.
• Conduct audits to assist in identifying operational risks and escalating issues to Compliance management.
• Complete monthly workflow audits.
• Act as a resource for auditors for any assistance needed with completing monthly audits.
• Research and review accounts, items, or processes selected for call audit.
• Maintain the quality of the audits by ensuring all findings are thorough and defensible against dispute and having little to no grammatical errors.
• Assist in Quality Control/Quality Assurance completion of all investor call audits, regulatory audits, state licensing audits, and any external audits conducted on the business.
• Conduct daily call monitoring audits as assigned.
• Perform other audit related duties as assigned by management.

Requirements

• High School Diploma or equivalent; Bachelor's degree preferred.
• 2-4 years of mortgage banking/lending experience, with strong emphasis on Quality Control experience.
• Advanced computer skills using Microsoft Office tools and aptitude for learning new systems.
• Proficient in Microsoft Word and Excel.
• Strong verbal and written communication skills.
• Strong knowledge and understanding of mortgage servicing regulations, NMS requirements, and GSE guidelines.
• Demonstrated experience analyzing basic processes and data for all supported business units.
• Demonstrated strong skill set for organization and attention to detail.
• Strong research and follow-up skills, as well as the ability to meet strict deadlines.
• Self-Motivated with the ability to work independently.
• Extensive knowledge in FDCPA, GLBA and credit-related State Laws.
• Strong analytical, problem solving, and mathematical skills.
• Ability to work overtime as needed.
• Ability to work well with others across departments.

Nice-to-haves

• Experience in mortgage servicing and default processes.
• Knowledge of servicing requirements including FNMA, FHLMC, HUD, VA, and USDA.

Benefits

• Health savings account
• Disability insurance
• Health insurance
• Flexible spending account
• Matching gift program
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Volunteer time off
• Opportunities for advancement
• Pet insurance