Located in Ocala, FL
Pay: $18.00-$23.00/hr
Job Full Description
Contact Monitoring Specialist
Ocala, FL | $18–$23/HR | Monday–Friday, 8:30 AM–5:00 PM
We are seeking a Contact Monitoring Specialist to join our mortgage servicing team. This position plays an important role in ensuring borrower interactions are professional, accurate, consistent, and compliant across phone calls, emails, and AI-assisted communications. The ideal candidate has strong attention to detail, excellent communication skills, and experience in mortgage servicing, customer service, call center operations, or quality assurance.
What You'll Do
- Monitor and evaluate live and recorded borrower calls across Customer Service, Collections, SPOC, Default, and other servicing teams.
- Review AI-generated calls, transcripts, and communications for accuracy, professionalism, tone, and compliance.
- Audit borrower emails and other written communications.
- Score interactions using established quality standards and monitoring scorecards.
- Identify coaching opportunities and communicate quality concerns to supervisors and department leaders.
- Track monitoring results, trends, compliance issues, and service observations.
- Partner with management and training teams to support coaching, calibration, and quality improvement.
- Help maintain and improve contact monitoring scorecards, audit criteria, and performance standards.
- Ensure communications align with applicable servicing requirements, including FDCPA, ECOA, and company policies.
- Prepare reports and summaries highlighting quality trends and opportunities for improvement.
- Support continuous improvement initiatives related to borrower communications and contact quality.
What We're Looking For
- High school diploma or GED required; college degree preferred.
- 2+ years of experience in mortgage servicing, customer service, call center operations, or quality assurance preferred.
- Experience reviewing both verbal and written customer/borrower communications.
- Familiarity with mortgage servicing operations and applicable regulations, including FDCPA and ECOA.
- Experience with AI-driven customer service tools or virtual agents is a plus.
- Strong written and verbal communication skills.
- Excellent attention to detail and organizational skills.
- Ability to remain objective, consistent, and confidential when evaluating interactions.
- Proficiency with Microsoft Office, especially Excel and Outlook.
- Experience with call monitoring or quality assurance platforms is a plus.
- Mortgage servicing system experience, including MSP or FICS Mortgage Servicer, is a plus.
Pre-Employment Requirements
- Must be able to pass a drug test
- Must be able to pass a background check
Referral Bonus Available: $100–$500 for successful referrals!
Apply Today!
Email: Devin.Sweeting@ExpressPros.com
Phone: (352) 867-8055
Office: 1005 SW 10th St., Suite 102, Ocala, FL
(Walk-ins are welcome during normal business hours.)
Ocala, FL
1281
1005 Southwest 10th Street
Ocala, FL 34471
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