Quality Management
Ensuring Optimal Quality Performance
With constant monitoring of procedures, collection notes and phone calls, we take every step to ensure quality standards are met. With a focus on brand and data protection, we provide FDCPA, GLB and privacy training to all associates, reinforced through monitoring, quality audit process and incentive plans. In-house legal counsel specializes in mortgage debt collection and monitors production and performance reviews closely at the loan level.
Call Monitoring
- All calls recorded for quality assurance
- Call calibration is conducted weekly ensuring consistency in grading between groups
- Dedicated quality control group continuously monitors performance
Queue Reviews
- Conducted on every collector
- Ensure policies and procedures are followed consistent with Business and Client Strategies
- Queue review results are incorporated as part of collector scorecard
Debt Validation and Complaint Resolution
- Ensure there is written acknowledgement to all complaints
- Debt Validation Response Process ensures FDCPA Compliance
- Ensure there is credit bureau suppression of applicable
- Monthly reporting to Senior Management regarding compliance
Staffing Experience (Average Years):
- Collection professionals: 8 years in credit card, mortgage and auto
- Senior management : 30+ years in mortgage and credit card
- Mid-level management: 12+ years experience in mortgage and credit card
Skills/Training
- Appropriate skills and headcount for different loan types
- Product type and scoring strategy, skip, BK and litigation
- Extensive compliance (FDCPA) and skill-based training
Staffing Levels
- As low as 225 accounts on managed desk
- Staffing metrics adjusting for boarding various loan types and strategies
- Hiring pipeline is continuously based on potential volume curves, which provides flexibility to ramp quickly