PennyMac Analyst, Call Monitor in Pasadena, California
The call monitoring analyst will review a defined percentage of calls each month for the specified Line of Business to ensure that a high quality, knowledgeable, compliant experience is being offered. The analyst will score calls, maintain the call monitoring database, generate reporting, identify and perform training as a result of the analysis.
Listen to and score calls each month as defined by call monitoring policy
Refine scoring system over time as process and discipline evolve
Maintain call monitoring scoring database and improve over time
Identify gaps to performance standards as described by the Line of Business and perform / coordinate training as necessary
Enforce call monitoring policy at manager level to ensure management is participation
Communicate out findings in an effective and disciplined manner
Perform other related duties as required and assigned
Demonstrate behaviors which are aligned with the organization’s desired culture and values
Ideal Candidate will have the following:
Details-oriented individual with an ability to maintain focus on a task and improve process
Ability to communicate effectively, work with data, and present to groups.
Familiarity with Excel, Word, and PowerPoint
Sales or mortgage experience a plus
Must be highly proficient in Excel and Word
Must be a team player with strong attention to detail and able to work independently
Proven track record at delivering timely and accurate information in a fast-paced environment
Excellent critical thinking, problem solving, mathematical skills and sound judgment
Financial Services and, if possible, mortgage industry experience preferred
Strong business acumen and ability to interface with executive management
Years of Experience:
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Requisition ID 21-20328
Position Type Regular
Category Retail Mortgage Operations
Education Bachelor's Degree
Years of Experience 1