Planet Home Lending

Customer Assurance Specialist

1 month ago
# of Openings


The primary purpose of the Customer Assurance Specialist is to monitor incoming call volumes in the Customer Service Department, ensuring all department and investor goals are met. In addition, this position will be responsible for auditing, scoring and monitoring inbound calls taken by the customer service representatives and providing feedback to management to ensure high quality customer service.

Primary Responsibilities

  • Monitor the Customer Service ACD to ensure adequate coverage exists at all times and that company goals and investor requirements are met, including all FHLMCs servicing alignment requirements.
  • Performs daily monitoring of incoming calls to the Customer Service department and formal monthly quality assurance reviews by completing the Quality Assurance Scorecard. 
  • Provides trends, training, and coaching opportunities of the agents to the Customer Service Supervisor.
  • Works closely with the Customer Service Supervisor to ensure all department goals are achieved and quality customer service is provided at all times.
  • Prepares daily and monthly reporting to management of ACD, IVR, and call monitoring statistics.
  • Miscellaneous duties as assigned.

Position Requirements

  • Bachelor’s degree or equivalent work experience required
  • Minimum 2 years in a call center environment required
  • Knowledge of MSP system required
  • Previous experience in call monitoring and call coaching required
  • Three to five years of mortgage servicing experience preferred
  • Effective verbal and written communication skills
  • Effective listening skills
  • Strong leadership skills, interpersonal and analytical skills
  • Strong attention to detail
  • Knowledge of call center technologies, operations and metrics
  • Ability to work independently and in a fast-paced environment
  • Ability to multi-task and manage time effectively
  • Ability to provide objective, constructive feedback
  • Experience working with Microsoft Windows applications


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