Collections and Recovery QA QC Senior Specialist
About The Position
As the Consumer QA QC Sr. Specialist you will work to understand, monitor and process requests that relate to high risk or complex processes. You will work within established procedures with a moderate degree of supervision. Your goal is to prevent risk to the bank or our customers by handling these requests timely, diligently and completely to ensure that you identify any errors that occurred in the process and ensure a positive customer experience. You will monitor and record results from processes and procedures within CFG's Consumer sector to ensure that feedback can be given on any errors that are identified. As a senior member of the team you are also expected to provide suggestions for continuous improvement within your process that lead to efficiencies and/or further reduce risk. Primary responsibilities include Primary focus is on execution within defined processing parameters with some expansion based on developing capabilities and or experiences. QA/QC tasks are expected to be completed timely, accurately with focus on attention to detail. Ensure procedures and SOPs are adhered to when performing your work, as measured through quality checks by management/team leader. Focus is on doing the right thing and working together. Respond to internal/external customer inquiries within 24 hours. Ensure that any and all errors identified within your processes are formally recorded so that coaching and feedback can be given to processors and future risk can be mitigated. Understand and comply with regulatory requirements that impact your work including state and federal laws. Understand the importance of risk management and how it impacts your daily responsibilities. Complete required Regulatory and HR compliance training each quarter by established deadlines. Escalate risk issues to management immediately. Identify opportunities to continuously improve the customer experience and/or internal processes for efficiency and risk mitigation. Bring these ideas to management and assist in driving these to completion when asked to do so.
Requirements
- 1-3 years’ experience in financial industry (Collections Role a plus)
- Strong organizational, research and communication skills
- Intermediate proficiency in Microsoft Suite (Excel, PowerPoint)
- History of strong performance driven by being self-motivated, taking initiative to turn ideas into actions, and producing significant output at a high level
- Aptitude to learn new skills or software independently to be able to provide better guidance and recommendations to colleagues and management
- Proven organization skills, attention to detail, and ability to handle multiple projects simultaneously
Responsibilities
- Execution within defined processing parameters
- Complete QA/QC tasks timely and accurately with attention to detail
- Adhere to procedures and SOPs
- Respond to internal/external customer inquiries within 24 hours
- Record errors identified within processes
- Comply with regulatory requirements
- Understand the importance of risk management
- Complete required Regulatory and HR compliance training each quarter by established deadlines
- Escalate risk issues to management immediately
- Identify opportunities to continuously improve the customer experience and/or internal processes for efficiency and risk mitigation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
