Luminate · 13 hours ago
Member Experience Quality Assurance Specialist: Baton Rouge
Baton Rouge, LA
Full-time
Onsite
Mid Level
3+ years expLuminate is a prominent financial institution, and they are seeking a Member Experience Quality Assurance Specialist. This role is responsible for conducting quality audits and reviews across various member service channels to ensure high-quality experiences and operational excellence.
CommunitiesCreditFinancial ServicesNon Profit
Responsibilities
Conduct audits of phone calls, written communication, and documentation in Contact Center, Retail Branches, and other departments to ensure quality expectations are consistently being met, individual coaching needs are being routinely addressed, and operational excellence can be achieved
Score chat, text, video, email, phone call, written communication, and account and loan documentation according to pre-defined criteria, and record results for reporting purposes
Communicate outcomes of quality assurance audits to department and branch leadership and recommend individual coaching opportunities to the employees and managers
Audit new memberships, accounts, and loans and score them according to policies and procedures for employees on both the frontline and back-office
Recommend and implement staff education based on audit findings to improve service quality
Complete other job-related duties as assigned
Qualification
Required
3 years of experience at a financial institution opening member accounts and auditing or performing quality assurance reviews on member interactions, documentation, and/or member accounts
2-year college degree in business administration or related field of study. Additional directly related experience may be considered in lieu of meeting education requirements
Excellent oral, written, and telephone communication skills
Strong problem-solving, attention to detail, and member service skills
Strong knowledge of Microsoft Office products
Preferred
1 year of consumer lending experience is preferred
Benefits
Medical, Dental, and Vision Insurances with generous employer premium contributions
Health Savings Account with employer contributions for eligible employees
Employer-Paid Group Life Insurance
Voluntary Dependent Life Insurance
Paid Vacation & Sick Leave
15 Paid Holidays, including a Cultural Floating Holiday
401K Plan with a 5% discretionary profit share contribution, plus a dollar-for-dollar match of up to 5%
Paid Time Off to volunteer with approved non-profits and charities
Company
Luminate
Unveiling Luminate! We are committed to illuminating the path forward for credit unions in LA. Collaborate. Innovate. Thrive.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Juan Fernández Ceballos, MBA, CUDE
Chief Executive Officer
Abby Trauth
Director of Partnerships & Education
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