Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

Primary Function

The Call Quality Control Analyst II is responsible for the call monitoring audits and call audit research. This position provides quality control and audit oversight for the functions performed. This individual will work with compliance management to assist in training and remediation activities for business units throughout the organization.

Principal Duties

Listen to a sample of calls for Customer Service, Collections, Loss Mitigation, and other call center units and provide timely feedback through scorecard delivery and other feedback channels.Document, track remedial action/action plan to assist in elimination of recurring errors.Work in conjunction with the management to stay current with all procedure and policy changes and be aware of the department’s priorities related to call quality expectations.Issue findings/recommendations to Operations and Production for valid exceptionsUse spreadsheets and databases to maintain detailed audit records.Conduct audits to assist in identifying operational risks and escalating issues to Compliance management.Complete monthly workflow audits.Acts as a resource for auditors for any assistance needed with completing monthly audits.Research and review accounts, items, or processes selected for call audit.Maintain the quality of the audits by ensuring all findings are thorough and defensible against dispute and having little to no grammatical errors.Assist in Quality Control/Quality Assurance completion of all investor call audits, regulatory audits, state licensing audits, and any external audits conduct on the business.Conduct daily call monitoring audits as assigned.Performs other audit related duties as assigned by management.

Education and Experience Requirements  

High School Diploma or equivalent.Bachelor’s degree preferred.2-4 years of mortgage banking/lending experience, with strong emphasis on Quality Control experience.

Knowledge, Skill, and Ability Requirements 

Advanced computer skills using Microsoft Office tools and aptitude for learning new systems.Proficient in Microsoft Word and ExcelStrong verbal and written communication skillsStrong knowledge and understanding of mortgage servicing regulations, NMS requirements, and GSE guidelines. Demonstrated experience analyzing basic processes and data for all supported business units.Demonstrated strong skill set for organization and attention to detail.Strong research and follow-up skills, as well as the ability to meet strict deadlines.Self-Motivated. Ability to work independently.Extensive knowledge in FDCPA, GLBA and credit-related State Laws.Strong analytical, problem solving, and mathematical skills.Ability to work overtime as needed.Ability to work well with others across departments.An ability to work independently with minimum supervision.A self-motivated work style and a strong desire to exceed expectations.Strong knowledge of mortgage servicing and default processes.Ability to meet timelines.Knowledge of servicing requirements including FNMA, FHLMC, HUD, VA, and USDA.

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Company Benefits:

Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!

Medical, dental, and vision insurance

Health Savings Account with employer contribution

401(k) Retirement plan with employer match

Paid Maternity Leave/Parental Bonding Leave

Pet insurance

Adoption Assistance

Tuition reimbursement

Employee Loan Program

The Newrez Employee Emergency and Disaster Fund is a new program to support our team members

Newrez NOW:

Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more

1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice

Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

Equal Employment Opportunity 
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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