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Quality Analyst - Mortgage Servicing Admin-Insurance Ops

Simi Valley, California;

Job Description:

Quality Analyst will be part of the Customer Experience team within Mortgage Servicing Administration-Insurance Operations.  Insurance Ops is responsible for monitoring the external vendor who tracks property insurance on properties secured by loans in the mortgage portfolio.   The external vendor interfaces with the customer in several ways.  This role will be responsible for participating in various activities within the Insurance Ops Customer Experience team, including but not limited to:

  • Working exception reporting to identify loans which may have potential customer impact and supports rectifying those situations
  • Monitoring customer interactions between the vendor and the customer - includes call listening, survey review, service requests, written correspondence etc.
  • Managing service mailbox to deliver documents received from customers to insurance vendor
  • Auditing various activities completed by the external vendor
  • Completing loan level research for special projects and as needed

Required Skills

  • 3 or more years of mortgage and/or insurance experience
  • Strong Microsoft Office skills (Excel, Word, Powerpoint)
  • Strong organizational skills and attention to detail
  • Demonstrated analytical skills

Desired Skills

  • Previous customer service experience a plus
  • Work flow management experience a plus

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Quality Analyst will be part of the Customer Experience team within Mortgage Servicing Administration-Insurance Operations.  Insurance Ops is responsible for monitoring the external vendor who tracks property insurance on properties secured by loans in the mortgage portfolio.   The external vendor interfaces with the customer in several ways.  This role will be responsible for participating in various activities within the Insurance Ops Customer Experience team, including but not limited to:

  • Working exception reporting to identify loans which may have potential customer impact and supports rectifying those situations
  • Monitoring customer interactions between the vendor and the customer - includes call listening, survey review, service requests, written correspondence etc.
  • Managing service mailbox to deliver documents received from customers to insurance vendor
  • Auditing various activities completed by the external vendor
  • Completing loan level research for special projects and as needed

Required Skills

  • 3 or more years of mortgage and/or insurance experience
  • Strong Microsoft Office skills (Excel, Word, Powerpoint)
  • Strong organizational skills and attention to detail
  • Demonstrated analytical skills

Desired Skills

  • Previous customer service experience a plus
  • Work flow management experience a plus

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21069029

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kerry Lucas

Referral Bonus:

0