Business Risk Specialist - Call Monitorning

• The organization's risk management structure is designed to promote effective governance and risk management that is systematic, transparent, credible, timely, and verifiable through clear delineation and execution of key roles and responsibilities.

• Its goal is to assess and/or manage risks that may impact the company, including credit, financial, liquidity, market, operational, reputational, strategic, and other risks as appropriate.

• Under general supervision, the Business Risk Specialist is responsible for executing quality management (QM) call monitoring reviews across multiple operational departments, including Bankruptcy, Mortgage Collections, Servicemember’s Civil Relief Act (SCRA), and Repossession. 

• This role performs detailed evaluations of customer interactions to ensure accuracy, completeness, timeliness, adherence to procedures, and compliance with applicable regulatory requirements.

• The specialist operates within a production-based, metrics-driven environment, applying standardized testing methodologies to assess agent performance and identify operational and compliance risk. 

• QM call monitoring evaluates call handling to ensure adherence to regulatory, state, and internal procedural requirements while maintaining overall call effectiveness and quality. 

• Work atmosphere may include a high-volume, production-oriented environment focused on transactional testing that requires completion within defined service level agreements.  

Basic Qualifications

   
- Bachelor's degree in business, finance, risk management, or related field, or equivalent work experience   
- Five to Eight years of call center operations, mortgage servicing, bankruptcy, repossession, collections, or quality assurance preferred 

Preferred Skills/Experience
   
- Intermediate understanding of the regulatory requirements, investor guidelines, and servicing standards   
- Intermediate understanding of applicable laws, regulations, financial services, and regulatory trends   
- Well-developed analytical skills with a high level of attention to detail 

- Ability to interpret procedures, policies, and testing scripts and apply them consistently  
- Proficient computer navigation skills, particularly word processing, spreadsheet, databases, and presentations   
- Effective verbal and written communication skills   
- Previous experience in call center, mortgage servicing, bankruptcy, repossession, collections, or default servicing 
Work Mode: 5 Days in Office
Shift Timing: 6:30 PM to 3:30 AM
Location: Chennai