Apply on Employer Site

Tower Federal Credit Union · 1 month ago

Quality Assurance Specialist Member Service Center

Laurel, MD

Full-time

Onsite

Entry, Mid Level

$28.42/hr - $35.52/hr

2+ years exp

Tower Federal Credit Union is seeking a Quality Assurance Specialist for their Member Service Center. The role involves monitoring and evaluating phone interactions, providing feedback to agents, and ensuring compliance with company policies and regulations to enhance member satisfaction.

Responsibilities

Perform objective call evaluations. Identify trends or issues that impact member satisfaction and quality standard Communicate, document and report skill deficiencies, member concerns and call trends to Managers

Ensure that employees are using the correct tools, following company policies and procedures, providing accurate and objective evaluations, and are performing ethically. To achieve objectives the job incumbent is required to perform the following:

Listen to recorded and/or live interactions between Member Service Center employees and Members on a monthly basis

Review and score the recorded and/or live interactions

Provide documentation and/or verbal feedback to Member Service Center Representative and respective Manager. Support and partner with Manager in the coaching, evaluation, or on further research/clarification of issues for quality assurance. Facilitate and attend calibration sessions

Ensures quality control within the MSC to be in compliance with Tower’s policies and procedures as well as State and Federal regulations

Strategize process improvements that will help ensure sound department operation, maximize efficiency and member satisfaction

Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws

Develop and maintain a thorough knowledge of Tower’s products and services, and policies and procedures

Monitor and comply with all established security, internal audit, and applicable government policies and regulations

Maintain required records and provide reports as required by Member Service Center Management Team

Maintain knowledge of current functions of the Member Service Center including mail and electronic avenues

Complete Regulatory Training Modules as required

Ensure that the Member Service Center agents complete all required training in a timely manner. This includes training provided by the Member Service Center and the IT department

Resolves MSC balancing issues, assisting the MSC Seniors with testing of new releases and being available to provide access to the MSC during non-business hours to support Credit Union needs

Performs other Quality auditing functions and/or other duties as assigned by the Manager

Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC

Qualification

Quality AssuranceBanking RegulationsAnalytical SkillsMicrosoft OfficeBilingual SkillsInterpersonal SkillsPresentation SkillsProblem SolvingFeedback Skills

Required

Possession of an Associate's degree in related field or equivalent work experience

Two years or more at a financial institution providing member service and support in a Member Service Center environment

Knowledge of banking policies, procedures, and regulatory requirements, including the methods and principles of sound business practices

Knowledge of intranet/internet, effective oral, written and interpersonal skills required to provide feedback on Call Center Quality issues/concerns

Exceptional listening and analytical skills

Experience with Microsoft Word, Excel, and Access preferred

Bilingual skills a plus

Analytical decision making ability with attention to detail

Ability to prepare and conduct effective presentations with the ability to influence others on quality assurance standards and compliance matters

Ability to interact effectively and professionally with colleagues and managers, and to effectively communicate verbally and in writing

Ability to operate a PC in an Internet environment and to assist others with such operation

Ability to apply concepts of fractions, percentages, ratios and proportions to practical situations

Ability to understand and analyze operational data

Ability to proficiently operate Microsoft Office applications (Word, Excel, PowerPoint)

Ability to read, analyze and interpret government regulations and business periodicals, professional journals, technical procedures, statistical/system reports

Ability to convey/present information effectively to groups and to respond to questions from a diverse audience

Ability to prepare a variety of technical instructions and to provide clear interpretations

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Ability to define problems, collect data, establish facts and draw valid conclusions

Ability to troubleshoot and resolve member and staff issues/problems related to Internet based website applications and ability to coach staff to do the same

Ability to respond to sensitive inquiries and complaints in a timely, effective manner

Ability to motivate others to take action

Ability to provide constructive feedback to others

Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC