Analyst, Call Monitor at PennyMac

Posted in Other 29 days ago.

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Location: Pasadena, California

Job Description:
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.

Job Description
  • 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: 1

Education: Bachelor's Degree