Collections Call Monitoring Specialist
$47,840–$52,000 year
On-siteAnaheim, California, United States
Job Summary
Monitor and evaluate live and recorded collection calls to assess collector interactions with customers and third parties. Measure compliance with applicable legal, regulatory, and internal policy requirements while assigning performance ratings and documenting findings. Track and report key performance trends to management, identifying significant compliance concerns or collection-related issues for prompt resolution. Collaborate with QA and Compliance teams to drive process improvements and workflow efficiency. Maintain accurate records of monitoring activities and stay updated on industry trends and best practices. This role supports Lobel Financial's growing auto finance collections team, focusing on adherence to strict regulatory standards and continuous departmental improvement.
Required Qualifications
- High School or GED
- 1-3 years of experience in call center quality assurance, monitoring, or collections operations
- Strong attention to detail
- Ability to evaluate interactions objectively and consistently
- Excellent verbal and written communication skills
- Ability to organize priorities, meet deadlines, and remain composed in a fast-paced or high-pressure environment
- Working knowledge of Microsoft Word and Excel
- Knowledge of departmental operations, processes, and procedures
- Ability to work independently and meet tight deadlines
Desired Qualifications
- associate or bachelor's degree in finance or related field
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