Call Monitoring Specialist

Job Description

Job Description

Description:

The most prestigious lending institutions trust Zwicker & Associates, P.C. to protect their legal interests nationwide. Zwicker & Associates P.C. is a national creditor rights law firm that emphasizes ethics, compliance, and assertive representation of our clients’ interests, making us the industry leader in debt collection. Founded in 1991, Zwicker represents lenders in various consumer and commercial recovery efforts and litigation. Zwicker is headquartered in Andover, Massachusetts, and has office locations across the United States.

Zwicker is presently seeking a Call Monitoring Specialist to join our team. A Call Monitoring Specialist plays a crucial role in maintaining quality and consistency in customer service interactions. Their main job is to listen to and evaluate recorded or live calls between customer service agents and clients to ensure that standards are being met. It’s a role that blends analytical thinking with a deep understanding of human interaction.

The base hourly rate for this position is $19.00-$20.00.

Responsibilities include

• Review live and recorded calls and evaluate the call based on predetermined criteria
• Complete audit summary reports as directed
• Provide feedback to operations as requested
• Conduct Clean Desk and other audits as needed
• Assist in the audit & review of employee training materials
• Other duties as assigned

• Two years’ experience in debt collections
• Prior call monitoring or compliance experience preferred
• Knowledge of the FDCPA
• Strong listening skills
• Strong computer skills and proficiency in Microsoft Excel, Word, and Outlook
• Excellent communication skills both verbal and written - constant communication with major financial institutions, law firms, and management.
• Ability to work independently
• Strong organizational skills, ability to manage multiple priorities
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Excels at operating in a fast-paced, community environment
• Ability to maintain confidentiality and discretion
• Be able to communicate in a common language with (or to) individuals or groups verbally and/or in writing
• Be able to operate a computer, phone, or equivalent device
• Be able to complete a minimum of a 40-hour flexible workweek schedule
• Be able to read and comprehend position-specific documents and correspondence

Physical Qualifications

• Be able to lift five pounds or greater
• Be able to sit 90% of the workday at times
• Be able to bend at the waist and be mobile when needed
• Be able to concentrate and use critical thinking

Please note that this job description is not intended to be a comprehensive listing of all activities, duties, or responsibilities required of the employee in this position. Duties, responsibilities, and activities are subject to change at any time, with or without notice.

Zwicker & Associates, P.C. is committed to providing equal employment opportunities to qualified individuals with disabilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. If you wish to seek an accommodation regarding the requirements of this position, please inform Human Resources Management. This is a full-time, full-benefit position. The benefit package includes medical, vision, and dental insurance, long-term disability insurance, life insurance, compensated time off, paid holidays, and 401 (K) with match: no phone calls, no agencies, EOE, drug-free workplace.

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Each posted position will be active for at least five (5) business days, during which time all qualified and eligible employees can apply.