Homeowner Originations Quality Assurance Agent - Level 2

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Requirements:

• 3+ years of experience in customer service, consistently performing at a high level.
• Resourcefulness and persistence; able to solve complex issues by collaborating with different internal groups, including BPO teams.
• Strong organizational, analytical, and customer problem-solving skills.
• Self-driven with intrinsic motivation and a focus on team success.
• Integrity, excellent interpersonal skills, and the ability to engage customers and resolve conflicts effectively.
• Experience using Salesforce to manage your daily tasks and workflows.
• Comfortability with reporting tools such as Tableau, Periscope, and other similar technologies.
• Proficiency in Salesforce, Excel, Talkdesk and Google Suite.

Responsibilities:

• Complete 10-15 quality assurance reviews related to Credit Operations processes, welcome calls, credit stipulations, and other key customer touchpoints.
• Act as the primary liaison between internal teams and the BPO, ensuring effective communication and alignment on goals and expectations.
• Monitor internal inquiries via Slack channels, providing timely and accurate responses while ensuring the BPO adheres to service standards.
• Provide proactive feedback to the BPO for improvement opportunities identified on a day-to-day basis.
• Track performance metrics for the BPO, identifying areas for coaching and training, and collaborate with the BPO to create targeted knowledge base articles to address emerging trends and issues.
• Regularly review BPO outputs and make adjustments to ensure continuous improvement in service delivery and customer satisfaction.
• Monitor customer inquiries and complaints, ensuring effective resolution and ownership of the cases until resolved.
• Review and manage social media reviews and escalations, taking appropriate action as necessary.
• Approve and review authorized callers on customer accounts, ensuring compliance and accuracy.
• Handle escalations from Sales, BPO calls, and other functional areas, ensuring swift and effective resolutions.
• Participate in a weekly rotation to process incoming mail, ensuring that all related tasks are handled efficiently.
• Attend and contribute to weekly quality assurance calibration calls to ensure alignment on standards and procedures.
• Manage case assignments, performing in-depth research and analysis, ensuring cases are directed to the appropriate business units.
• Contribute to building and refining a sustainable escalation process in Salesforce, enabling measurement and reporting of trends and results.
• Analyze current processes, identify areas for improvement, and lead initiatives to streamline workflows and enhance efficiency.
• As the role evolves, be prepared to take on additional tasks to support the business.