The Role
This position is responsible for collecting data from internal and external sources, to conduct process audits, calls and email monitoring for all business units under the Servicing umbrella.
The results of these reviews are provided to the appropriate business unit head to allow management to take the appropriate actions to ensure accurate and consistent service to all borrowers.
Quality Assurance, Process Review & Reporting
- Perform call, email and interaction based reviews to ensure staff adheres to established standards.
- Audit key processes and related controls against existing policies and documented business procedures.
- Complete an audit scorecard in relation to the accuracy and service standard.Scores to be used by the business unit heads to assist in managing existing controls and compliance responsibilities.
- Provide feedback for managers to use in their coaching of staff.
- Raise any unusual findings immediately with the appropriate manager to stem any further recurrences.
- Keep current on policies and procedures relating to borrowers, lenders and investors.
What You Bring To The Team
- Experience in the Call Centre environment is an asset.
- Previous Quality Assurance experience is an asset.
- Sound understanding of Mortgage Operations
- Understands business and business systems.
- Proficient with Outlook, MS Office, Genesys.
- Analytic / systematic thinker
- Detail oriented!
- Desire to continuously learn and improve what and how we do.
- An optimist who supports what is right and helps to fix what is wrong.
- Exceptional oral and written communication skills
- Excellent organizational and time-management skills
- Ability to multi-task in a fast-paced environment
- Strong analytical and problem-solving skills.
- Proven ability to foster relationships.
- Strong customer service skills.
- Self-driven, motivated with the ability to work independently and in a team environment.
- Carries out duties with integrity and takes responsibility for actions.
- Bilingual communication in French is an asset.
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