Bilingual SAM QA Specialist

First Technology Federal Credit Union • Hillsboro, OR

13d • $47,818 - $55,640 • Hybrid

About The Position

The Bilingual Specialist (Spanish-speaking), SAM Quality Assurance (QA) performs, tracks, and reports quality reviews of member phone interactions in accordance with internal and external controls to ensure quality.

Requirements

• Minimum Education: Bachelor’s degree in Business Administration is preferred
• Minimum one year experience in a quality assurance role in the financial services industry
• Experience in process change and innovation
• Strong knowledge of state and federal laws and regulations
• Basic knowledge of collections principles and practices as well as CFPB and FNMA guidelines
• Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment
• Ability to anticipate needs and prioritize projects in a fast-paced environment with tight deadlines while producing high-quality work
• Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
• Proven ability to professionally handle sensitive documents
• Strong research, analytical, problem solving and critical thinking skills with an excellent attention to detail
• Basic knowledge of the financial industry operating areas including functions, products & services
• Intermediate knowledge of Microsoft Office Suite; advanced knowledge of Excel

Responsibilities

• Conduct random call reviews to monitor member interactions
• Perform follow-up quality reviews to confirm that appropriate actions were taken on reported findings and that desired results were achieved by communicating with Collections leadership
• Provide regular operational updates with identified priorities and recommended actions to department leadership including analysis of performance metrics
• With leadership guidance, maintain quality assurance processes in accordance with federal and state regulations, investor guidelines, and internal policies and procedures
• Proactively identify compliance improvement opportunities
• Perform research and training to maintain a strong knowledge of all policies, procedures and current regulations
• Lead monthly calibration sessions with Collections leadership

Benefits

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Paid Time Off: You’ll accrue up to 15 vacation days in your first year. In addition, you’ll receive 40 hours of sick time and 3 personal days, which refresh annually
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees