Call Monitoring Specialist

About the role

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. The Call Monitoring Specialist plays a crucial role in maintaining quality and consistency in customer service interactions by listening to and evaluating recorded or live calls between customer service agents and clients to ensure that standards are being met.

Responsibilities

• 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

Requirements

• 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
• Ability to work independently
• Strong organizational skills, ability to manage multiple priorities
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• 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

Pay

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

Benefits

• Medical, vision, and dental insurance
• Long-term disability insurance
• Life insurance
• Compensated time off
• Paid holidays
• 401(K) with match

Schedule

This is a full-time position requiring a minimum of a 40-hour flexible workweek schedule.