Duration: 4 months Contract
Title: Second Look Analyst
Reports to: Manager and/or Vice President of Customer Care and Experience
Department: Customer Support
The Second Look Analyst is responsible for evaluating the Correspondence Writer’s drafted response to ensure research and content accuracy; the proper use of grammar, diction and punctuation; and to record the quality and productivity score achieved by the Correspondence Writer on a scorecard. In conjunction with the Customer Support Managers, the Second Look Analyst is responsible to meet one-on-one with the Correspondence Writer to review the Correspondence Writer’s score on a regular basis and to coach as appropriate. The Second Look Analyst is responsible for maintaining accurate records of scorecards and one-on-one meetings for use in evaluating the Correspondence Writer’s performance and creating performance plans as needed.
Essential Duties and Responsibilities:
Act as backup to the Customer Support Managers to assist in meeting departmental goals.
Perform quality monitoring and present to Correspondence Writer in regular one-on-one meetings.
Coach Correspondence Writers to identify each of the consumer’s concerns and to address them completely to ensure first contact resolution.
Facilitate motivational campaigns, huddles, and staff meetings.
Ensure staff is made aware of changes in processes and procedures to ensure the delivery of accurate responses to consumer complaints.
Identify root cause and potential risk related to the consumer complaint and report the root cause and risk to management as appropriate.
Develop and facilitate refresher training as necessary. In conjunction with the Customer Support Managers and Vice President, create Performance Plans utilizing quality monitoring scores.
Coordinate with the business unit to facilitate appropriate remediation as needed.
Be aware of policy and procedure changes throughout various lines of business.
Other duties as assigned.
Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk and hear. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl.
The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
The noise level in the work environment is usually moderate.
Exceptional oral and written communication skills.
Strong passion for writing.
Excellent organizational and interpersonal skills.
Attentive to detail with strong analytical skills.
Ability to manage multiple projects simultaneously.
Must be a self-starter with the ability to work well under pressure.
Knowledge of Federal and State regulations preferred.
Proficient in Microsoft Word and Excel.
Able to create training materials and facilitate training sessions.
A Bachelor’s degree in English, Journalism, Communication, or related field.
Two years’ experience in Loss Mitigation, Loan Administration, Loan Servicing, Loan Origination, Default Administration and/or industry related standard, concepts, practices, and procedures at a supervisory level.
Candidate will be required to undergo 20+ hours of government programs and regulatory related training annually.