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 Mortgage Quality Service Specialist II at TEKsystems serves as an internal consultant focused on 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 provide insights that enhance member experiences and streamline processes, while also supporting team members and supervisors with feedback and training development.

Responsibilities

• Monitor, document, and evaluate interactions to ensure service consistency and regulatory compliance.
• 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 skills.
• 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.
• Experience in supervising and leading employees.
• Experience in training and development of staff.

Benefits

• Competitive hourly pay of $21.63/hour.
• Hybrid work schedule with 2 days onsite per week.