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Blue Foundry Bank · 10 hours ago

Quality Control Specialist

Troy Hills, NJ

Full-time

Onsite

Mid Level

4+ years exp

Blue Foundry Bank is a revolutionary institution committed to providing exceptional service and operational efficiency. The Quality Control Specialist will assist the Quality Control Manager in ensuring the operational soundness of the Bank’s customer-facing channels, driving quality work, and identifying areas for improvement.

BankingBusiness Information SystemsFinancial ServicesSoftware

Hiring Manager

Sarah Mamdouh Fahmy, SHRM-CP

Responsibilities

Assists the Quality Control Manager in the monitoring, measurement, and assessment of the quality of work production and operational performance of Direct-to-Consumer teams

Supports the implementation of operational enhancements and efficiencies

Maintains open lines of communication with Quality Control Manager, provides regular, clear, and understandable feedback on operational performance, and recommends process improvements

Assists the Quality Control Manager with assessing training needs pertaining to new account opening, branch operations, and quality of work; communicates knowledge gaps and learning needs to Direct to Consumer managers to ensure their reporting teams have operational training delivered in the manner most effective in conveying critical skills

Assists with recurring branch operations reviews, new account reviews, and surprise cash counts for each branch location, compiles, and reports results to the Direct-to-Consumer management team

Works closely with the Operations team identifying areas of improvement as it relates to the daily audits and suggests process improvements

Monitors and ensures compliance with internal and external service delivery standards for reporting team/function; ensures internal and external customers receive accurate, efficient, and consistently high levels of service

Assists the Quality Control Manager in evaluating, creating, and maintaining branch and contact center procedures, ensuring procedures are up to date, current, and coordinated across Consumer Banking functions

Works with the Quality Control Manager to conduct regular branch visits to assess operational performance and adherence to controls; reviews reports and maintenance logs to resolve all outstanding issues

Promotes a professional, collaborative, and productive work environment

Identifies business needs pertaining to Direct to Consumer operations, controls, and quality of work; assists in developing and implementing strategies and tactics aligned with corporate objectives to resolve issues/problems, enhance quality of work, and promote operational effectiveness/efficiencies

Assists in the development and implementation of branch and other Direct to Consumer operational processes

Assists in ensuring that all Direct-to-Consumer team members have the required information and resources to successfully perform all operational and controls related functions of their roles

Promotes a culture of continuous improvement; encourages team members to suggest and implement changes that lead to increased efficiency, quality, and effectiveness; proactively identifies and implements operational enhancements

Supports other departments, such as Special Account Services and Operations, with various operational and quality related responsibilities

Proficiently, accurately, and professionally handles inquiries from customers and other Bank departments as needed, while complying with established policies and procedures

Retains current knowledge of Bank policies and procedures including the Code of Conduct

Maintains confidentiality of customer information by complying with the Privacy Policy

Performs other duties as assigned

Qualification

Banking operational functionsBanking regulationsCore system functionalityAnalytical skillsInterpersonal communicationProblem-solvingTime managementCollaborationOrganizational skills

Required

High school diploma or equivalent required

A minimum of four years' experience in banking operational functions or back-office support teams

Knowledge of core system functionality; including account maintenance tasks, transaction processing, account opening, and complex account research

Excellent interpersonal communication (written and oral), collaboration, internal/external service delivery, organizational, analytical, follow-up, problem-solving, prioritization, and time management skills

Knowledge of banking regulations, regulatory requirements, and operational workflows

Ability to concentrate on fine detail work with constant interruptions

Ability to build strong relationships and interact with multiple levels of management internally and externally

Skilled in monitoring/tracking reports, identifying trends, and analyzing data

Must meet deadlines for assigned tasks and delivers quality work