Customer Resolution Intake Quality Analyst
RoundPoint Mortgage Servicing•Fort Mill, SC
•Onsite
About The Position
The Intake Quality Analyst is responsible for the quality review of the Intake Analyst processes, complaint and request system entries, and the outflow process for response letters to the customers. The Intake Quality Analyst reports to the Customer Resolution Intake Supervisor and must develop strong working relationships with key stakeholders, vendors, investors, co-workers, and customers.
Requirements
- College degree required
- Experience using Microsoft Suite, SharePoint, Adobe Acrobat, LPS
- Must have data entry experience
- Two years of customer service experience
- Must have customer service experience and strong writing skills
Nice To Haves
- Experience with mortgage, consumer lending, and/or banking issues is a plus
- Mortgage and/or legal experience preferred
Responsibilities
- Conduct quality reviews as part of the Customer Resolution Processing production flow by evaluating processed correspondence and response letters, including associated system entries, using management approved checklists
- Evaluate physical mail and emailed response letters for: Appropriate substantive resolution, Writing quality (spelling, grammar, and logical flow), Completeness of response package
- Confirm correct and complete information for each item has been entered into the RPMS system of record (LPS)
- Confirm correct and complete information for each item has been entered into the Correspondence Department SharePoint site (if applicable)
- Confirm correct and complete information for each item has been entered into the Customer Care Network (CCN) portal (if applicable)
- Review and remediate exception items identified in the Daily Correspondence Processing and Response Specialist 1 Dashboard
- Generate quality assessment reports for use by Correspondence Department leadership
- Recommend training opportunities based on analysis of work produced
- Act as an internal advocate for White Glove Service and continuous improvement
- Working with cross-department co-workers to ensure that all service delivery objectives are met
- Contribute to continuous improvement projects to improve efficiency and lower costs
- Other work-related duties, as assigned
- Responsible for meeting RoundPoint’s commitment to compliance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
