Call Center Monitoring Specialist

Job description

Lobel Financial is seeking a detail-oriented Call Center Monitoring Specialist to support our growing auto finance collections team. This opportunity is well suited for candidates with experience in collections, customer service, call centers, or loan servicing who can succeed in a fast-paced, performance-focused environment.

The Call Center Monitoring Specialist monitors and evaluates collector interactions with customers and third parties through live and recorded call reviews. This role helps ensure adherence to applicable legal, regulatory, and internal policy requirements while assessing the effectiveness of collection techniques. The specialist assigns performance ratings, documents findings, communicates results to management, and contributes to projects that improve departmental efficiency, workflows, and overall performance.

• Monitor and evaluate live and recorded collection calls to evaluate collector interactions with customers and third parties.
• Measure compliance with applicable legal, regulatory, and internal policy requirements.
• Track and report key findings and performance trends clearly to management.
• Identify and report significant compliance concerns or collection-related issues upon discovery.
• Partner with Management to promptly address issues or delays that may affect workflows or processing timelines and coaching strategies
• Collaborate with QA/Compliance Teams to identify any process improvements, policy updates
• Maintain accurate records of monitoring activities, including call summaries, notes, escalations
• Stay updated on industry trends, emerging technologies, and best practices to monitor collection calls.
• Support projects and tasks that improve departmental efficiency, workflows, and performance.

• Education:
  
  High School or GED required, associate or bachelor's degree in finance or related field preferred.
• 1-3 years of experience in call center quality assurance, monitoring, or collections operations
• Strong attention to detail and the ability to evaluate interactions objectively and consistently.
• Excellent verbal and written communication skills for reporting and coaching.
• 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-or the ability to learn them quickly.
• Commitment to learning, professional growth, and continuous improvement.
• Ability to work independently and meet tight deadlines.

• Competitive hourly pay: $23 - $25/hour
• 401(k) with company match
• Medical, dental, and vision insurance
• Optional life insurance
• Paid holidays
• Paid vacation and sick time
• Opportunities for internal promotion and career advancement

Lobel Financial is an Equal Opportunity Employer.