QC Servicing Communications Analyst

🕒 September 14

🇺🇸 United States – Remote

💵 $24 - $26 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🗣️ Communications

🚫👨‍🎓 No degree required

👻 Ghost score 1%

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Carrington Holding Company, LLC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

🏠 Real Estate

💸 Finance

🤝 B2B

Real Estate • Finance • B2B

Carrington Holding Company, LLC is a diversified residential real estate and mortgage services platform that provides end-to-end homeownership solutions. It operates retail, wholesale and correspondent mortgage lending channels (including products for borrowers with lower credit or down payments), mortgage loan servicing (including large Ginnie Mae servicing balances), real estate brokerage (Vylla Home), title and escrow services, foreclosure trustee services, property/asset management, and alternative asset management through Carrington Capital Management. The firm also pursues acquisitions and partnerships to expand its servicing and retail capabilities and offers technology-driven tools to support borrower communications and servicing operations.

📋 Description

• Monitor live or recorded customer communications via telephone, computer, and/or email • Measure compliance with established quality and regulatory guidelines • Identify improvement opportunities and performance trends • Report findings to CMS’ servicing management • Assist with designing call monitoring guidelines and formats • Participate in departmental meetings to calibrate scoring methods • Complete reports and special projects regarding monitoring trends • Ensure completion of call reviews and maintain a 98% call score accuracy ratio • Assist in the exception and dispute review process • Maintain consistent attendance • Perform other duties as assigned

🎯 Requirements

• High School Diploma or equivalent work experience required • Two (2) or more years of loan servicing call monitoring, call center or quality assurance experience required • Working knowledge of loan servicing, including customer service, collections, home retention, and debt recovery • Bilingual is a plus • Perform duties in accordance with company policies and procedures and all applicable US state and federal laws and regulations

🏖️ Benefits

• Comprehensive healthcare plans for you and your family • Discretionary 401(k) match of 50% of the first 4% of pay contributed • Fitness, restaurant, retail, and other discounts through the employee portal • Customized training programs • Employee referral bonuses • Educational reimbursement • Carrington Charitable Foundation community initiatives

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