[Remote] Mortgage Call Monitoring Analyst

Note: The job is a remote job and is open to candidates in USA. CAKE Mortgage is a cutting-edge wholesale mortgage lender specializing in Non-QM products. The Call Monitor Analyst will be responsible for analyzing inbound and outbound calls to ensure that an excellent, informative, and compliant experience is being provided to current and potential borrowers. Responsibilities • Review calls daily to ensure that a high quality, informative and compliant customer experience is being offered • Analyze and evaluate inbound and outbound calls • Rate calls based off scoring system • Retain findings and scoring organized within internal/external reporting requirements • Provide feedback to appropriate leadership based on findings to improve overall customer experience • Perform other related duties as required and assigned Skills • Excellent organization, computer, and verbal/written communication skills • Proficient computer skills in applications including but not limited to Microsoft Office Suite) Excel, Word, Power Point • Knowledge of Encompass preferred • 2+ years previous customer service experience within the mortgage industry • Must have strong attention to detail and able to work independently • Strong business professionalism and ability to communicate with leadership Benefits • Competitive compensation and performance-based bonuses • Opportunities for career advancement and innovation Company Overview • Our Mission is to be a Partner For Life by empowering our customers to get the most value out of their biggest investment–whether they’re purchasing a new home, refinancing to a lower rate or tapping some hard-earned equity, we’ll stop at nothing to make every stage of home ownership a piece of Cake. It was founded in 2018, and is headquartered in Chatsworth, California, USA, with a workforce of 51-200 employees. Its website is https://www.mhlending.us/. Apply tot his job Apply To this Job