OBJECTIVES OF POSITION
Responsible for call monitoring of Customer Service Phone and Correspondence Representatives to ensure compliance with all applicable laws and Company policies.
Perform scheduled call monitors, audits, and calibration for compliance with Green Tree policy, procedures, and adherence to the Fair Debt Collections Practices Act.
Compile results from various activities and assist in creating reports to outline suggestion resolution, procedural change, performance and process improvement.
Provide fair and objective reviews.
Act as liaison between Quality Dept. and assigned Operations team.
Conducts research and prepare reports on identified quality issues or concerns. (5%)
Review current and new procedure, policies and performance standards for validations and updates.
3-5 years quality monitoring/servicing experience with Green Tree or other servicers preferred
Must have customer service and correspondence experience
Knowledge of Green Tree's policies and procedures is preferred
Knowledge of FDCPA and legal responsibilities involved with customer service and correspondence is preferred
Ability to work under pressure and meet deadlines
Strong PC and Microsoft Office skills
Strong oral and written communication skills
High School education required
We are proud to be an EOE. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Green Tree - 2 years ago
Money might not grow on trees, but green does grow on this tree. Green Tree Servicing is one of the largest servicers of home loans in the...