Interaction Quality Control Analyst

Description

The Servicing Quality Assurance (QA) Analyst is responsible for the overall quality of customer interactions. By analyzing and evaluating interactions, the QA Analyst makes improvement recommendations to the Servicing Operations leadership teams and monitors the results of stated recommendations. Analyst should have extensive knowledge of Loan Servicing and Asset Management processes and procedures and be able to conduct reviews with accuracy and attention to detail with limited supervision.

LOCATION

Mountain America Center - Hybrid:

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full Time

To be effective, an individual must be able to perform each job duty successfully

Analyzes and audits service incident data, emails, chats, quality calls, service levels, adjustments/research, reconveyances, subordinations, SCRA, and remittances to identify areas of service delivery that did not meet pre-established performance standards.
Provides structured and timely recommendations via verbal and written feedback to leadership.
Develops and conducts targeted group coaching/calibration sessions that address service quality deficiencies and improvement opportunities.
Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the Loan Servicing and Asset Management teams.
Identifies areas of service improvements and develops suggestions that improve the overall quality of the customer experience when interacting with the Loan Servicing and Asset Management teams.
Escalates complaints and concerns to the necessary teams or individuals for resolution.
Has a proficient understanding of Loan Servicing and Asset Management policies and procedures.
Assists in training other team members.
Provides feedback and recommendations for performance improvement or recognition.
Performs other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

2 years of customer service or related experience
Financial institution or contact center experience preferred

Education

High school diploma or equivalent
Two-year college degree preferred

Licenses, Certifications, Registrations

None

Managerial Responsibility

Has no supervisory/managerial responsibilities

Computer/Office Equipment Skills

Intermediate skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
Experience with financial systems and analytical or reporting software preferred

Language Skills

Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

Other Skills and Abilities

Ability to work both autonomously and collaboratively in a fast-paced environment.
Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
Adaptive to change, responds positively to altered circumstances or conditions
Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds occasionally

Environmental

There are no unusual environmental factors

Noise Environment