Overview
Skills
Job Details
Hybrid 2 days onsite per week. Onsite days will be determined by the client.
Basic Purpose:
Responsible for providing quality control and support for business unit team members and leadership. Monitor, document, and evaluate interactions across multiple media to determine service quality and ensure compliance with regulatory requirements, industry standards, and client's operating procedures. Apply various quality control support skills to support business initiatives. Performs moderately diverse job duties in a specialized area.
Responsibilities:
Monitor, document, and evaluate interactions to ensure service consistency, regulatory compliance, and determine service quality
Provide and document feedback to team members and leadership through standardized tools
Identify team member and peer areas of improvement and provide prompt recognition of positive performance
Identify and report situations/patterns of activity indicating potential fraud or abuse
Identify and report training, procedural, and automated systems issues and/or concerns
Assess the impact of process and procedural changes on member service quality
Maintain, apply, and communicate knowledge changes and new trends in quality systems/technology
Exhibit commitment to organizational success and members and/or internal customers' satisfaction
Identify and resolve operational and performance gaps and obstacles; recommend changes and improvements that increase efficiency and effectiveness and reduce time and/or cost
Participate in quality learning experiments and initiatives within the business unit and across the organization
Conduct discovery and analysis of existing quality processes and key controls and identify future internal control trends or new standards
Develop and maintain critical relationships with key technical/non-technical stakeholders; provide guidance and assist in managing the scope of assigned projects
Collect and analyze data from monitored results and member journeys to deliver insight and make recommendations to management and/or stakeholders
Perform other duties as assigned
Qualifications and Education Requirements:
2-4 years of relevant experience
Effective knowledge of Client's functions, philosophy, operations, and organizational objectives
Effective knowledge of Federal systems, procedures, policies, and practices
Effective knowledge of federal regulations
Effective word processing, spreadsheet, and presentation software skills
Effective interpersonal, verbal, and written communication skills
Effective skills exercising initiative and using good judgment to make sound decisions
Experience working in cross-functional, multi-dimensional teams and projects
Effective research and problem-solving skills
Advanced active listening skills to accurately respond to inquiries and account requests
Effective skills following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulations
Effective skill in providing constructive criticism, feedback, and solutions to drive performance and achieve goals
Effective skill guiding and training less experienced staff
Effective skill in successfully influencing, leading, and/or guiding others toward goals
Desired Qualifications and Education Requirements:
Associate's degree in business, finance, or related field
Experience in supervising and leading employees
Experience in training and development of staff
Bank Secrecy Section (BSA):
Remains cognizant of and adheres to Federal policies, procedures, and regulations pertaining to the Bank Secrecy Act.