[Remote] Home Loans Call Monitoring Quality Professional, Assistant Vice President (AVP)

Note: The job is a remote job and is open to candidates in USA. Morgan Stanley is a global financial services firm that conducts its business through three principal business segments. The Mortgage Call Monitoring Quality Professional is responsible for call reviews, analysis, and coaching to ensure client interactions meet quality and communication standards.

Responsibilities

• Conduct Call reviews of Mortgage Consultants, Mortgage Specialists and other client facing employees to improve call quality and deliver the highest possible service to our clients and partners.
• Listen to a sample of calls to ensure regulatory (TRID, RESPA, TILA, ECOA, etc.) internal compliance and client experience expectations as defined by the business goals and objectives of leadership.
• Responsible for review tools, calibrating results, and scoring methodology.
• Deliver individual one-on-one and group coaching and performance feedback as defined by analysis and leadership.
• Prepare and present aggregate results and trends to senior leaders.
• Actively participate in new business initiatives.
• Monitor defects, identify trends and develop/deploy process improvements.
• Partner with training to develop curriculum and ongoing education material.
• Provide ad-hoc analysis, reporting and planning support to Senior Management to enable strategic decision making.
• Interface with internal and external groups to acquire data required for reports.
• Mentor/train junior team members in terms of personal development, oversee production to ensure deliverables are on time and are of high quality, and provide timely feedback.
• Gather data from various resources, analyze trends, and provide actionable insights to leadership and employees.

Skills

• 3-5 years of experience in client-facing services (Call Center Operations and/or retail), mortgage originations experience (Operations/Fulfillment and/or Sales) and call monitoring and coaching experience.
• Graduate / bachelor’s degree.
• Strong understanding of end-to-end mortgage process and products.
• Experience with Sales Force/Genesys Cloud call monitoring systems, contact center technology applications and reporting.
• Knowledge of Mortgage related state-specific and Federal Regulations (i.e., TRID, RESPA, TILA, ECOA, etc.).
• Experience producing and delivering performance scorecards.
• Knowledge and maintenance of SharePoint Online (SPOL).
• Knowledge of Audit Genius.
• Proficient in the Microsoft Office tools and resources, including TEAMs, Word, EXCEL, Outlook, PowerPoint.
• Ability to efficiently extract and analyze data, create value-added reporting and data intensive analysis for senior management.
• Sharp analytical skills, exceptional problem-solving ability, and creative communication through PowerPoint presentation.
• Strong listening skills and verbal/written communication with ability to tailor message to different constituents with confidence.
• Demonstrated ability to adapt quickly and engage stakeholders at all experience levels.
• Analytical thinker with a thoughtful approach to problem solving and data interpretation.
• Ability to multitask, prioritize, and act in a fast-paced environment along with the ability to manage many competing priorities.
• Works effectively and collaboratively in a small, close team environment.
• Independent worker who can press forward with limited guidance.
• Mortgage experience with High Net Worth/Ultra High Net Worth preferred.
• Project management skills preferred: candidate must have the ability to partner with key stakeholders and gain consensus in the development of actionable remediation plans.

Benefits

• Some of the most attractive and comprehensive employee benefits and perks in the industry

Company Overview

• E*TRADE from Morgan Stanley is a pioneer in the online brokerage industry. It was founded in 1982, and is headquartered in Arlington, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://us.etrade.com/home.

Apply tot his job Apply To this Job