Selene Finance MANAGER - QUALITY ASSURANCE in Jacksonville, Florida
Selene Finance is a multi-line of business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage and a real estate owned company. There are locations in Houston, TX, Jacksonville, FL, Horsham, PA, Salt Lake CIty, UT, and Dallas, TX. Founded in 2007 to address needs in the mortgage industry, we strive to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are attributes we seek in all of our employees. If you want to make a difference, Selene is the place for you!
Position Summary: The Quality Assurance Manager is responsible for overseeing quality control within the servicing division. The Quality Control Manager is responsible for performing certain quality control reviews of the Collections and Loan Resolution Department as required and the issuance of the quality control reports to senior management. This job description is a summary of the primary duties and responsibilities of the position. It is not intended to be a comprehensive listing of all duties and responsibilities. Contents are subject to change at management's discretion.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Ensure and oversee independent reviews of various loss mitigation workouts to ensure investor/insurer compliance.
Aligns the QA team's daily activities to ensure calls are monitored daily in order to meet the standard goal of 10 calls per agent.
Develop process and strategy to ensure calls conducted by any service provider, contracted by Selene as part of call center activities, are monitored and scored.
Develops a methodology for call selection. Monitored calls may be selected based on disposition code and or file size.
Maintains the Definition Guide used by QA agents to score calls.
Works with QA Business Analyst to maintain the Call Minor Application used to translate calls into usable data using speech analytics.
Will monitor and ensure that quality standards are maintained while meeting production goals and while following TCPA, RESPA and FDCPA guidelines.
Quality Assurance will also ensure there are controls in place to identify operational risk and training needs.
Provides feedback to the Collection and Loan Resolution Asset Managers and or Sr. Management for remediation, process improvement and or adjustments to training.
Provide feedback to call center leadership supporting the oversight and management of any servicer provider Selene contracts as part of call center activities.
Provides coaching to direct reports. Creates and co-develops personal development plans for each direct report.
Assists with the creation of an operations structure capable of executing the strategy, including but not limited to data management, reporting, refining functional and technical processes, etc.
Will Monitor for and or identify operational deficiencies and opportunities for improvement and will also show processes and trainings that are effective.
Clearly communicates strategies to team members and other stakeholders
Ensures the comprehensive policy and procedures are updated and maintained by management and communicated to staff. Examines policies, procedures, and practices to ensure compliance with laws and regulations
Provides recommendations for procedural changes and improvements as they pertain to the department
Ensures reports are available timely and accurate for monitoring the department's daily performance to ensure that all business objectives are achieved
Maintains high degree of confidentiality
*Qualifications: * To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:
Ability to maintain high degree of confidentiality.
Excellent attention to detail.
Ability to multi-task and consistently meet multiple deadlines.
Strong verbal and written communication skills.
Ability to work in a team environment.
Strong customer-service orientation.
Ability to use good judgment.
Education/Experience: High school diploma or general education degree (GED) required. Bachelor's degree (B. A.) or higher in business related field from an accredited four-year college or university preferred. Five to six years' related experience and/or training required.
Selene Finance LP is committed to the total wellbeing of its employees therefore offers one of the best benefits package available in the industry today which include:
Paid Time Off (PTO)
Medical, Dental &Vision
Employee Assistance Program
Flexible Spending Account
Health Savings Account
Paid Holidays (10 days off)
Company paid Life Insurance,
Matching 401(k) Plan
The job requirement listed above are representative of the knowledge, skill, and/or ability required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene Finance LP reserves the right to amend and change responsibilities to meet business and organizational needs.