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Company Description:

ABOUT US

Sutherland Mortgage Services Inc. is a premier nationwide provider of end to end mortgage solutions including originations, underwriting, processing, closing, post-closing and loan servicing support.   With over 30 years of experience we have developed an integrated BPO platform.  Sutherland has built mutually beneficial relationships with some of the world’s most recognized companies. We are a collaborative, considerate and friendly team.  Having a diverse, inclusive, and respectful workplace is important to us.  And we support your career development, internal mobility, and work-life balance. 

WHAT’S IN IT FOR YOU?

• Full-time with scheduling options
• Competitive paid health benefits
• Promote-from-within advancement opportunities 
• Paid time off and paid company holidays
• Employee recognition programs.

Job Description:

Sutherland Mortgage Services, Inc. is seeking an experienced and motivated individual to join our team as a Quality Assurance Analyst.   This is an onsite role within our Tulsa, OK office. The candidate will possess exceptional management and mortgage servicing skills with excellent oral and written communication abilities. The QA Analyst is responsible for QA call listening and reporting for thirty-five mortgage servicing customer service representatives.

KEY FUNCTIONAL PRIORITIES – QA Call Listening and Reporting

• • Conduct Call Listening for every Cust Serv Rep Evaluating:
    • Did the agent open the call promptly and provide the standard greeting?
    • Did the agent acknowledge appropriately, match the customer's energy, tone, build rapport and display confidence when interacting with the customer?
    • Did the agent adhere to the phone call handling etiquettes?
    • Did the agent take ownership of the call and display willingness to assist the customer?
    • Did the agent avoid interruption?
    • Did the agent communicate effectively by speaking clearly?
    • Did the agent maintain a fair rate of speech when speaking with the customer?
    • Did the agent communicate effectively by constructing grammatically correct statements when speaking with the customer?
    • Did the agent show empathy when appropriate?
    • Did the agent display active listening skills when speaking with the customer?

• • Create and Distribute Monthly Management QA Reporting, including but not limited to:
    • Evaluates the customer experience for the service rendered
    • Average/Rank of the Quality scores evaluated by QA team
    • Measures one call resolutions compared to total calls received
    • Credits are awarded when a promise is kept as per the credits matrix
    • Other metrics as directed by SMSI Leadership

Qualifications:

QUALIFICATIONS:

• At least 2 years in a Mortgage QA or Mortgage Servicing Team Management role
• Demonstrated leadership skills; able to take the lead in making improvements and resolving issues
• Comfortable with holding a team to specific KPIs/metrics
• Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner
• Ability to be customer-oriented in managing communications and issues
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
• Ability to be pro-active in developing trust and professional rapport with employees and team members; able to be a team-player
• BA/BS degree, equivalent education and experience may be considered
• Superior mortgage servicing and loss mitigation customer service skills
• Excellent organizational skills with attention to detail
• Able to multitask, problem solve proactively and think creatively
• Ability to effectively communicate, work with, and build relationships with both internal and external customers

Additional Information:

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION. 

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.