Call Quality Analyst III

Pennymac•Fort Worth, TX

9d•Onsite

About The Position

Pennymac is (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey. A Typical Day Responsible for performing call quality audits in support of various lines of business within Default Servicing, who’s calls and/or processes have a high level of complexity. Score calls to measure agent performance and adherence to investor/insurer guidelines, regulatory requirements and internal policies and procedures. Perform review of ancillary business applications to gather additional information that may be relevant to the call sample. Provide feedback in support of findings, including the appropriate level of detail required to make the information meaningful to the supported lines of business. Maintain checklists and trackers required to perform call quality audits and ensure timely completion. Actively participate in call calibration sessions and provide relevant feedback. Perform additional targeted reviews on specific sample populations, as needed. The Call Quality Analyst III will: Perform call quality audits, inclusive of listening to and scoring calls, for various Default lines of business whose calls and/or processes have a higher level of complexity Perform review of agent documentation within system of record to validate accuracy, omission of relevant information, etc Perform review of ancillary business applications to gather additional information that may be relevant to the call sample Ensure samples reviewed adhere to internal policies and procedures, investor/insurer guidelines and federal regulations Provide feedback in support of each finding, including the appropriate level of detail required to make the information meaningful to lines of business Ensure call quality audits are completed in a timely manner, in accordance with established policies and procedures Create and maintain documents necessary to perform call monitoring audits including, itemized checklists, trackers, etc Actively participate, providing relevant feedback, in meetings with team and supported lines of business to review findings, perform call calibration, etc Identify areas of opportunity for additional scoring metrics, revisions to existing metrics, process and/or system gaps, etc Perform additional targeted reviews, both established and ad-hoc, gathering additional information and samples, performing additional testing and providing feedback to Supervisor when appropriate Assist Supervisor/Manager in developing department job aids and target review metrics Assist in performing User Acceptance Testing (UAT) in support of application enhancements or updates Assist Supervisor/Manager in providing training support to team members Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values

Requirements

Ideal candidate has past experience in call monitoring or in a customer facing position, is highly proficient in performing the required duties of the role and is well versed with the requirements in which a contact center agent would be measured against
Strong attention to detail with excellent critical thinking and problem solving skills
Ability to communicate clearly and concisely
Sound judgement and strong sense of ethics
Ability to work effectively both independently and as part of a team
Ability to deliver information timely and accurately in a fast-paced environment
Moderate to skilled in Excel and Word

Nice To Haves

Financial Services and, if possible, mortgage industry experience preferred

Responsibilities

Perform call quality audits, inclusive of listening to and scoring calls, for various Default lines of business whose calls and/or processes have a higher level of complexity
Perform review of agent documentation within system of record to validate accuracy, omission of relevant information, etc
Perform review of ancillary business applications to gather additional information that may be relevant to the call sample
Ensure samples reviewed adhere to internal policies and procedures, investor/insurer guidelines and federal regulations
Provide feedback in support of each finding, including the appropriate level of detail required to make the information meaningful to lines of business
Ensure call quality audits are completed in a timely manner, in accordance with established policies and procedures
Create and maintain documents necessary to perform call monitoring audits including, itemized checklists, trackers, etc
Actively participate, providing relevant feedback, in meetings with team and supported lines of business to review findings, perform call calibration, etc
Identify areas of opportunity for additional scoring metrics, revisions to existing metrics, process and/or system gaps, etc
Perform additional targeted reviews, both established and ad-hoc, gathering additional information and samples, performing additional testing and providing feedback to Supervisor when appropriate
Assist Supervisor/Manager in developing department job aids and target review metrics
Assist in performing User Acceptance Testing (UAT) in support of application enhancements or updates
Assist Supervisor/Manager in providing training support to team members
Perform other related duties as required and assigned
Demonstrate behaviors which are aligned with the organization’s desired culture and values

Benefits

Comprehensive Medical, Dental, and Vision
Paid Time Off Programs including vacation, holidays, illness, and parental leave
Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
Retirement benefits, life insurance, 401k match, and tuition reimbursement
Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

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