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Location
Bangalore | India
Job description
Call Monitoring, Quality Assurance Specialist Bangalore ABOUT US Pretium is a specialized investment manager with ~$50 billion in assets under management focused on real estate, mortgage finance and corporate debt. Pretium manages more than 80,000 single-family rentals (SFRs) in the United States and has an employee base of ~3,900 globally as of March 31, 2022. Pretium Enterprise Service India (PES India) is a subsidiary of Pretium Partners, LLC. With expert business service capabilities, PES India provides services to Pretium and its operating and portfolio companies, Progress Residential, Selene Finance, Deephaven Mortgage and Anchor Loans. PES India is integral to the growth, innovation and transformation of Pretium. We partner with our stakeholders to rapidly unlock value for their customers, delivering with excellence and ownership. JOB DESCRIPTION The Call Monitoring, Quality Assurance Specialist is responsible for overseeing quality assurance within the servicing division. They are responsible for performing certain quality assurance call reviews of the Customer Service, Collections and Loan Resolution departments. Job Requirements Graduation or equivalent degree with good communication in English, oral & Written Experience - Mortgage service experience: At least 2 yrs of collections experience, and min of 1 for loss mitigation/mortgage. Overall Experience: At least 4 years to 6 years. Communications - Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method. Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service Dependability - Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines. Teamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests EXPERTISE AND QUALIFICATIONS Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook). Previous experience with Fidelity, MSP, Black Knight/LPS and Fiserv preferred Ability to support delivery of finance tasks, understand internal control framework to ensure compliance and communicate procedural changes Basic understanding of the internal controls framework and its purpose Applied level knowledge and ability to understand real-estate property and asset management concepts & trends Basic Knowledge and ability to detect risk, develop procedures to mitigate identified risks and prepare reports to disclose risk information to stakeholders Behavioral Skills Ability to gauge changes in situations and attempts to do things differently to improve performance Ability to proactively thinks of new ideas to improve and work with agile methods Ability to respect team diversity, and adapt own actions to ensure inclusivity at workplace Ability to understand individual goals and their alignment to the organizational objectives Ability to adopt an innovative and forward-thinking approach in delivery Ability to understand stakeholder needs, percolate the team by bringing in contextual nuances in delivery and take accountability for stakeholder issues/ concerns and ensure timely resolution Open to constructive feedback and ability to effectively incorporate learning into future actions Ability to proactively learn on the job and set self-development expectations Ability to demonstrate a can-do attitude and take ownership of assigned tasks and goals Ability to seek information and break down problems into prioritized tasks to arrive at a feasible solution Ability to work collaboratively with others and openly shares learnings and effectively manage inter-personal conflicts Ability to convey simple ideas clearly in a structured manner, listen intently before responding and can communicate in routine tasks Roles & Responsibilities Operational Excellence 1. Ensures calls are monitored daily in order, to meet the standard goal of 10 calls per agent monthly. a. Minimum production of 250 calls scored per month. 2. Assists supervisor and co-workers with scoring calls, as needed, to meet department goals. 3. Monitors and ensures that quality standards are maintained while meeting production goals and while following Real Estate Settlement Procedures Act (RESPA), Fair Debt Collection Practice Act (FDCPA) and state and federal guidelines. 4. Provides feedback to the phone agents and management team via the SharePoint Scorecard for remediation, process improvement and or adjustments to training as needed. 5. Clearly communicates strategies to team members and other stakeholders. 6. Examines policies, procedures, and practices to ensure compliance with laws and regulations are clearly defined. Reports any discrepancies to management for corrections. 7. Participates in the Quality Assurance departments call calibration sessions and provides feedback during the call calibration for any process improvement. 8. Submits 1-2 trends monthly per analyst Stakeholder Management 1. Communicate with US team members and local leaders to resolve issues and maintain a smooth flow of processes Governance & Compliance 1. Adaptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events 2. Business Ethics - Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values. 3. Manage issues - to mitigate impact and risk by early detection of risk items & active team involvement
Job tags
Salary
Rs 1.5 - 5 lakhs p.a.
