Mortgage Quality Service Specialist II

$44,990 - $44,990/Yr

TEKsystems - Winchester, VA

Full-time - Mid Level

Winchester, VA

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Real Estate Quality Service Specialist II at TEKsystems is responsible for providing quality control and support for the Real Estate Lending (REL) team. This role involves monitoring and evaluating interactions across various media to ensure service quality, compliance, and operational efficiency. The specialist will analyze data to deliver insights that enhance the member experience and support team members and supervisors with feedback and recommendations.

Responsibilities

• Monitor, document, and evaluate interactions to ensure service consistency and regulatory compliance, and determine service quality
• Provide and document feedback to team members and Supervisors through standardized tools
• Collect data from monitored interactions and member journeys to deliver insight and make recommendations to management and/or stakeholders
• Identify team member areas of improvements and provide prompt recognition of positive performance
• Identify problems and root causes related to all aspects of quality service
• Identify and report situations/patterns of activity indicating potential fraud or abuse
• Identify and report training, procedural and automated systems issues and concerns
• Assess patterns of member activity related to products and services
• Assess impact of process and procedural changes on member service quality
• Demonstrate commitment to organizational success and members' and/or internal customers' satisfaction
• Evaluate operational efficiency and effectiveness
• Participate in learning experiments, projects, and initiatives as needed
• Participate in the development of training programs by updating and/or providing input
• Ensure the implementation of new and enhanced processes
• Participate in evaluating, implementing and documenting system updates
• Develop & recommend enhancements to improve operational processes & procedures
• Perform other duties as assigned

Requirements

• 2-3+ years of recent Mortgage Processing or Loan Officer experience highly preferred
• Current or prior banking knowledge/experience
• Member/Customer Service experience
• Proficient in Microsoft Office Suite including Excel
• Proficient in data entry/typing wpm
• Ability to communicate effectively and clearly (both written and verbal)
• Ability to work efficiently in a high volume/fast paced environment
• Time Management
• Self-driven - ability to work in a production driven work environment
• Receptive to constructive feedback

Nice-to-haves

• Significant experience in work which displays increasing levels of responsibility and/or authority
• Significant experience in customer service or financial institution call center environment
• Expert knowledge of credit union systems, procedures, policies and practices
• Expert knowledge of NCUA, CFPB and federal regulations governing Real Estate Lending, mortgage and equity loans
• Ability to work accurately with numbers & perform basic mathematical calculations
• Ability to work independently and in a team, and to adapt seamlessly to change
• Significant experience in working as an adult facilitator, trainer, development coach and/or internal consultant
• Experience in working and participating in cross-functional, multi-dimensional teams and projects
• Desired - Experience in supervising and leading employees
• Desired - Experience in training and development of staff
• Advanced skill navigating multiple screens and PC applications and adapting to new technologies
• Advanced skill interacting tactfully and effectively in difficult situations
• Expert analytical and problem solving skills
• Expert organizational, planning and time management skills
• Advanced interpersonal, verbal and written communication skills
• Expert active listening skills to accurately respond to inquiries and account requests
• Expert skill in exercising initiative, good judgment, and making sound and timely decisions
• Advanced word processing and spreadsheet software skills
• Expert skill following, interpreting and applying relevant data/instructions, guidelines, procedures, policies, practices and regulations
• Advanced skill successfully influencing, lead and/or guiding others towards goals
• Advanced skill in constructive criticism, feedback and solutions to drive performance and achieve goals

Benefits

• Competitive pay at $21.63/hour
• Hybrid work schedule (2 days onsite)
• Opportunity for professional development and training