This job is closed
Applications are no longer available for this announcement. Explore current related opportunities below.
Job description
Contact Monitoring SpecialistWe are seeking someone with Quality Control Monitoring experience. The Contact Monitoring Specialist plays an important role in ensuring borrower interactions are professional, accurate, consistent, and compliant across phone calls, emails, and AI-assisted communications. The ideal candidate has strong attention to detail, excellent communication skills, and experience in mortgage servicing, customer service, call center operations, or quality assurance.What You'll DoMonitor and evaluate live and recorded borrower calls across Customer Service, Collections, SPOC, Default, and other servicing teams.Review AI-generated calls, transcripts, and communications for accuracy, professionalism, tone, and compliance.Audit borrower emails and other written communications.Score interactions using established quality standards and monitoring scorecards.Identify coaching opportunities and communicate quality concerns to supervisors and department leaders.Track monitoring results, trends, compliance issues, and service observations.Partner with management and training teams to support coaching, calibration, and quality improvement.Help maintain and improve contact monitoring scorecards, audit criteria, and performance standards.Ensure communications align with applicable servicing requirements, including FDCPA, ECOA, and company policies.Prepare reports and summaries highlighting quality trends and opportunities for improvement.Support continuous improvement initiatives related to borrower communications and contact quality.What We're Looking ForHigh school diploma or GED required; college degree preferred.2+ years of experience in mortgage servicing, customer service, call center operations, or quality assurance.Must have Quality Control Monitoring experience or QCM in the mortgage industry.Experience reviewing both verbal and written customer/borrower communications.Familiarity with mortgage servicing operations and applicable regulations, including FDCPA and ECOA.Experience with AI-driven customer service tools or virtual agents is a plus.Strong written and verbal communication skills.Excellent attention to detail and organizational skills.Ability to remain objective, consistent, and confidential when evaluating interactions.Proficiency with Microsoft Office, especially Excel and Outlook.Experience with call monitoring or quality assurance platforms is a plus.Mortgage servicing system experience, including MSP or FICS Mortgage Servicer, is a plus.Pre-Employment RequirementsMust be able to pass a drug testMust be able to pass a background checkReferral Bonus Available: $100–$500 for successful referrals!
Worksite address
ocala, FL, 34470, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.