Contact Center Quality Analyst

2 weeks ago

Coppell, United States Two Harbors Investment Corp Full time

The Contact Center Quality Analyst is responsible for the quality review of response letters to customers, and the associated system entries.

The Contact Center Quality Analyst reports to the AVP-Contact Center Integration and must develop strong working relationships with key stakeholders, vendors, investors, co-workers, and customers.

Responsibilities

  • Conduct quality reviews as part of the Correspondence Processing production flow by evaluating processed correspondence and response letters, including associated system entries, using management approved checklists
    • Evaluate physical mail and emailed response letters for:
      • Appropriate substantive resolution
      • Writing quality (spelling, grammar, and logical flow)
      • Completeness of response package
    • Confirm correct and complete information for each item has been entered into the RPMS system of record (LPS)
    • Confirm correct and complete information for each item has been entered into the Correspondence Department SharePoint site (if applicable)
    • Confirm correct and complete information for each item has been entered into the Customer Care Network (CCN) portal (if applicable)
    • Review and remediate exception items identified in the Daily Correspondence Processing and Response Specialist 1 Dashboard
  • Generate quality assessment reports for use by Correspondence Department leadership
  • Recommend training opportunities based on analysis of work produced
  • Act as an internal advocate for White Glove Service and continuous improvement
  • Working with cross-department co-workers to ensure that all service delivery objectives are met
  • Contribute to continuous improvement projects to improve efficiency and lower costs
  • Other work related duties, as assigned
  • Responsible for meeting RoundPoint's commitment to compliance
Qualifications

Required
  • College degree required
  • Experience using Microsoft Suite, SharePoint, Adobe Acrobat, LPS
  • Must have data entry experience
  • Two years of customer service experience
  • Must have customer service experience and strong writing skills
  • Must be available on some weekends as required
Desired:
  • Experience with mortgage, consumer lending, and/or banking issues is a plus
  • Mortgage and/or legal experience preferred
Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. 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 talk or hear.
  • The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
  • The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
  • The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
  • The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.
About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.

Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.

Location
  • Fort Mill, SC
  • Coppell, TX
  • ST. louis, MN
Employee Status
  • Regular
Travel
  • No
Telecommuter Position
  • No

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