The Business Control Specialist performs call monitoring, provides trend data and reporting to the management team. Conducts monthly calibration sessions to ensure consistency in scoring methods between the business and compliance teams. Provides employee level feedback to call center team leaders and managers. May assist in documentation and organization of the Servicing Departments policies, drafting and organization of all servicing letters, conducting internal audits, and assisting with the oversight of external audits.
Job Description:
- Complete ongoing Quality Call Monitoring on all customer-facing team members.
- Run/analyze and produce monthly Quality Call Monitoring reporting, including trending, to management.
- Develop, update, track, and periodically review department policies.
- Develop, organize, and maintain a comprehensive library of servicing letters and outgoing correspondence, including the management of state and regulatory disclosures.
- Complete periodic internal audits of management identified processes within the Servicing Department.
- Facilitate timely and accurate responses for all external audits.
- Other duties as assigned.
Candidate Qualifications:
- Minimum of 3 years’ experience in a relevant position within the Mortgage Servicing industry.
- Excellent time management and organizational skills.
- Strong ability to manage multiple projects and tasks simultaneously.
- Ability to effectively communicate with co-workers, internal departments, and clients in a professional matter both written and verbal.
- Intermediate knowledge of Microsoft Office, with a primary focus on Excel and Word.
- Ability to learn new systems and processes quickly.
- Advanced knowledge of mortgage lending, servicing and consumer protection laws, rules and regulations including but not limited to: Truth-in-Lending Act, Real Estate Settlement Procedures Act, Equal Credit Opportunity Act, Home Mortgage Disclosure Act, Fair Credit Reporting Act, Fair and Accurate Credit Transactions Act, Fair Debt Collection Practices Act, etc.
- Keen problem-solving skills, data collection, analysis, and presentation experience.
- Ability to compose professional documents including formal policies and customer-facing correspondence.
- Aptitude to demonstrate accuracy and thoroughness in all aspects of work.
- Strong working knowledge of both mortgage servicing and/or manufactured housing industry.
About MOGEL, LLC.:
Building upon more than ten thousand successful placements and decades of unparalleled success in the financial services and legal sectors, MOGEL represents the next generation of Strategic Professional Recruiting and Advisory Services. We've engineered a more efficient model. It's powered by the latest technology and tools but grounded in Best Practices and core values that are nothing less than Old School in the right ways for the right reasons.
From Retained or Contingency Search, needs driven by Mergers and Acquisitions, a full range of Interim and Temporary solutions, and customized Candidate Representation and guidance, at MOGEL we're committed to doing it right and doing it better. At our core are relationships characterized by doing whatever it takes to ensure success and satisfaction.
MOGEL is an Equal Opportunity Employer. MOGEL does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.