Home Loans Call Monitoring Quality Professional, Assistant Vice President (AVP)

Home Loans Call Monitoring Quality Professional, Assistant Vice President (AVP)

Morgan Stanley is a global financial services firm that conducts its business through three principal business segments—Institutional Securities, Wealth Management (WM), and Asset Management. Morgan Stanley provides comprehensive financial advice and services to its clients including brokerage, investment advisory, financial and wealth planning, credit and lending, deposits and cash management, annuities, insurance, retirement, and trust services. 

The Private Banking Group is responsible for developing and managing compelling banking and lending products and services designed to serve the diverse needs of our client base. These products include home loans, securities-based lines of credit, tailored lending products, deposit products, and cash management transaction services offered through our brokerage accounts.
 

Morgan Stanley Home Loans is seeking an Assistance Vice President, Call Monitoring Quality Professional. This role will have Direct Reporting line the VP in NY of 1st Line Call Monitoring in the Control and Governance organization working closely with Home Loans business and key stakeholders in PBG and Wealth Management. The Mortgage Call Monitoring Quality Professional within the Private Banking Group (PBG) Home Loans division is responsible for call reviews, analysis, and coaching. The primary objective of the call monitoring program is to monitor and measure client interactions ensuring the business continues to meet and exceed predefined quality and communication standards. Standards are inclusive of key business controls, communication protocols, policies and procedures, compliance with regulatory requirements, client experience, core service principles and operational expectations. The secondary objective of the call monitoring program is completing end-to-end validation exception process for the 2LOD Compliance QA Call Monitoring Reviews.

Role Responsibilities

• Conduct Call reviews of Mortgage Consultants, Mortgage Specialists and other client facing employees to improve call quality and deliver the highest possible service to our clients and partners.
• Listen to a sample of calls to ensure regulatory (TRID, RESPA, TILA, ECOA, etc.) internal compliance and client experience expectations as defined by the business goals and objectives of leadership.
• Responsible for review tools, calibrating results, and scoring methodology.
• Deliver individual one-on-one and group coaching and performance feedback as defined by analysis and leadership.
• Prepare and present aggregate results and trends to senior leaders.
• Actively participate in new business initiatives.
• Monitor defects, identify trends and develop/deploy process improvements.
• Partner with training to develop curriculum and ongoing education material.
• Provide ad-hoc analysis, reporting and planning support to Senior Management to enable strategic decision making.
• Interface with internal and external groups to acquire data required for reports.
• Mentor/train junior team members in terms of personal development, oversee production to ensure deliverables are on time and are of high quality, and provide timely feedback.
• Gather data from various resources, analyze trends, and provide actionable insights to leadership and employees.

Skills/Abilities/Qualifications:

• 3-5 years of experience in client-facing services (Call Center Operations and/or retail), mortgage originations experience (Operations/Fulfillment and/or Sales) and call monitoring and coaching experience.
• Graduate / bachelor’s degree.
• Strong understanding of end-to-end mortgage process and products. 
• Experience with Sales Force/Genesys Cloud call monitoring systems, contact center technology applications and reporting.
• Knowledge of Mortgage related state-specific and Federal Regulations (i.e., TRID, RESPA, TILA, ECOA, etc.).
• Mortgage experience with High Net Worth/Ultra High Net Worth preferred.
• Experience producing and delivering performance scorecards.
• Knowledge and maintenance of SharePoint Online (SPOL).
• Knowledge of Audit Genius.
• Proficient in the Microsoft Office tools and resources, including TEAMs, Word, EXCEL, Outlook, PowerPoint.
• Project management skills preferred: candidate must have the ability to partner with key stakeholders and gain consensus in the development of actionable remediation plans. 
• Ability to efficiently extract and analyze data, create value-added reporting and data intensive analysis for senior management.
• Sharp analytical skills, exceptional problem-solving ability, and creative communication through PowerPoint presentation.
• Strong listening