Quality Monitoring Specialist
Green Tree - Rapid City, SD

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OBJECTIVES OF POSITION

Responsible for call monitoring of Customer Service Phone and Correspondence Representatives to ensure compliance with all applicable laws and Company policies.

MAJOR ACCOUNTABILITIES

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.

SELECTION CRITERIA

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 - save job
About this company
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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...