Team Lead- Call Monitoring (US Mortgage)

About the job

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our rightshore delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our clientele includes Fortune 500 & FTSE 100 companies

Process Description: Call Monitoring services for the call quality monitoring (CQM) line of business consist of auditing customer facing calls utilizing the checklists provided by the client following a minimum call sampling methodology provided. He/she will review calls for Customer Service professionals, Default Servicing agents, Insurance agents and Promotional Service agents. Part of the process for Call Monitoring involves auditing calls to ensure agents adhere to the compliance guidelines, clients policies and procedures and the quality of the customer experience.

• Call Quality Monitoring

  functions shall include but not limited to:
• Access via agreed upon secure method Client call recording system and listen to a random sample of call recordings using a defined scorecard, Review and rate each call against key requirements and regulatory risk controls.
• Verify that the call center agent(s) adherence to regulatory and investor/end-client requirements when interacting with Client borrowers.
• Verify that Client team member updated Clients system of record properly and notated the account in accordance with the call flow.
• Compliance with Client collection policies, procedures, and regulatory and investor (end-client) requirements,
• Verify call handling complies with applicable regulations, such as but not limited to, FDCPA
• Verify customer authentication & confirm inquiries receive the appropriate resolution that lead to borrower satisfaction.
• Create and implement customized scorecards to evaluate performance on various metrics like call handling, compliance, and customer service, tailored to Cenlars specific goals and requirements.
• Scorecards should have checkpoints on regulatory compliance, investor requirements and adherence to company policies and procedures, and can also include collector effectiveness evaluations (one call resolution).
• Perform a quality review on the quality call evaluations completed by Supplier in accordance to validate Suppliers agent scorecards.

• Maintain daily, weekly and monthly production reports along with WBR, MBR and QBR including preparing preparation of reports which shall include trending with pie charts & bar graphs across all processes managed including circulating minutes
• Monitor work allocation, pipeline management daily across all processes manage
• Coordinate activities of the department with the manager to include workflow monitoring, process improvement, training, reporting and special projects
• Engage with internal and external stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress
• Engage with Clients to identify opportunities and drive Key business priorities
• Responsible for team Attendance and team retention
• Identify talent and mentor next level leaders
• Create and Manage SOP for all processes handled along with periodic updates
• Monitor and evaluate staff performance, attendance and generate reports, as necessary
• Provide resolutions to complex escalated matters or any complaints from external and internal customers
• Ability to communicate effectively (both verbal and written communication) with multiple internal and external stakeholders

Educational Qualification:

• Graduation or an equivalent of (10+2+3) year of education

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