Call Quality Supervisor

Pennymac • Moorpark, CA

1d • $65,000 - $100,000 • Onsite

About The Position

Pennymac (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.

Responsible for supervising and supporting a team of employees, both exempt and non-exempt, performing complex call quality audits across multiple sites, for various departments within Default Servicing. Monitor individual and team performance and key metrics to ensure call quality audits are completed in a timely manner in accordance with established policies and procedures and meet or exceed department standards. Perform second level review of complex findings, validate regulatory related findings, research and provide responses to finding disputes, etc. Lead and actively participate, providing relevant feedback, in meetings with team and/or supported lines of business and offshore vendor to review findings, perform call calibration, etc. Assist Manager with a multitude of people management responsibilities, ranging from development of job aids and training material to reviewing resumes and performing interviews, etc

Requirements

• Financial Services and/or Mortgage industry experience preferred, Default Servicing a plus
• Experience in call monitoring and is highly proficient in performing the required duties of the role
• Well versed with the requirements in which a contact center agent would be measured against, including escalation/complaint handling, collections methods, foreclosure alternative solutions and moderate level knowledge of various Workout related processes
• Moderate level knowledge of call handling and/or workout related Investor/Insurer guidelines and Federal/State requirements
• Excellent critical thinking skills and ability to problem solve complex issues
• Ability to communicate clearly and concisely, proficient in public speaking and ability to lead meetings
• Strong business acumen, interpersonal skills and ability to interface effectively with management team
• 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

Responsibilities

• Oversight and support of employees, both exempt and non-exempt, performing complex call quality audits, across multiple sites, for various lines of business within Default Servicing
• Monitor individual and team performance to ensure call quality audits are completed in a timely manner and in accordance with established policies and procedures
• Monitor key performance metrics, including production and quality, to ensure individual and team performance meets or exceeds department standards
• Perform side by side and/or sample review of team's call audits to evaluate quality and identify individual strengths and/or training opportunities
• Perform second level review of complex or high-risk findings, including those related to Investor/Insurer requirements and/or Federal/State regulations, providing validation and relevant feedback to team members
• Review, research and respond to finding disputes, overturning or providing additional detail in supporting of the findings
• Monitor high-risk findings, including those related to Investor/Insurer requirements and/or Federal/State regulations, holding the lines of business accountable for performing required remediation efforts
• Create, maintain and analyze documents necessary to perform quality assurance and control audit process including, itemized checklists, reports, scorecards, trackers, etc.
• Lead and actively participate, providing relevant feedback, in meetings with team and/or supported lines of business and offshore vendor 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 development of new metrics within Speech Analytics application, including gathering of requirements, etc.
• Perform User Acceptance Testing (UAT) in support of application enhancements or updates
• Perform staff development and career pathing in support of team members, providing opportunity for growth
• Participate in departmental strategic projects
• Assist Manager in exploring the need for, or the development of targeted review audits
• Assist Manager in developing department job aids, training material and providing training support to team members
• Assist Manager in documenting, researching, and responding to escalated issues
• Assist Manager in the hiring process, including review of resumes, performing interviews, etc.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed