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• Position offered by a no-fee staffing agency
• This is a temporary-to-hire position
• Contact Monitoring Specialist 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 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. Written and verbal communication skills. 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:

Employer conducts drug screen andbackground check

Salary:

$18.00 - $23.00 per hour.

DOE Work Schedule:

F ull time | Monday-Friday, 8:30 AM-5:00

PM Referral Bonus Available:

$100-$500 for successful referrals! For instructions on how to apply, please click on the green Apply button.