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Loss Mitigation Call Monitor

City Roy
Branch/Office
Service Center
Department
Loss Mitigation Department
Address
4059 South 1900 West
Weekly Hours
40 HR
Schedule
Mon – Sat Flex
# of Openings
1
Location : State/Province (Full Name)
Utah

Schedule

Mon – Sat Flex

Overview

Under the direction of the manager will be responsible monitoring of agent calls for quality assurance and coaching purposes. Provide feedback to Coordinators and Management on how agents are performing. Communication is very important in this position. Assists with team pickup and forms on an as needed basis.
 
This position requires speed, efficiency, and accuracy. Excellent knowledge and understanding of Credit Union products and services.  Knowledge of compliance requirements for basic Collection phone calls. Basic computer skills and Credit Union systems are required. Self-motivation and hard work are a must. 

Responsibilities

1. Quality assurance monitoring of all Loss Mitigation agents 
 
a. Monitor recorded agent calls for coaching purposes 
 
b. Track and maintain progress for each agent using Excel spreadsheets and audits 
 
c. Provide feedback to Coordinators via e-mail and spreadsheets 
 
d. Alerting management of any areas of concern 
 
2. Assisting in establishing and maintaining daily and monthly reports 
 
a. Tracking the daily attendance for Loss mitigation department 
 
b. Compiling of all daily stats for the department and updating into various spreadsheets 
 
3. Maintaining and tracking adherence and letting Coordinators know when there are possible concerns 
 
4. Tracking Monthly reports and updating into various spreadsheets 
 
5. Attend staff meeting as well as department Team meetings  
 
6. Self-managed and self-motivated  
 
7. Willingness to partnership with Coordinators for additional projects as needed 
 
8. Adaptable to change  
 
9. Able to remain objective, open-minded, and empathetic 
 
10. Meet deadlines 

Qualifications

Training/Education/Certification: 
 
· High school graduate or equivalent. Additional secretarial coursework helpful. 
 
Required Knowledge: 
 
· Exceptional knowledge of Excel and Microsoft word. 
 
· Knowledge of Credit Union Systems. 
 
· Knowledge of Credit Union products and services.
 
· Knowledge of Credit Union policies and procedures.
 
Experience Required: 
 
· 1-3 years’ experience in a related job. 
 
Skills/Abilities: 
 
· Ability to Multitask. 
 
· Excellent communication skills and willingness to assist others. 
 
· Accurate and attentive to detail. 
 
· Professional appearance, dress, and attitude. 

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