Consumer QA/QC Senior Specialist

Citizens Bank•Johnston, RI

7d•Hybrid

About The Position

The Consumer QA QC Fraud & Claims Sr Specialist will be part of the Colleague Coaching and Development (CCAD) team and will be responsible for quality assurance oversight for the Fraud & Claims phone colleagues. The QA QC Sr specialist will be responsible for driving a differentiated customer experience ensuring colleagues are maintaining operational and regulatory compliance. The Consumer QA QC Sr specialist is expected to monitor phone calls, to provide performance feedback and coaching opportunities identified via performance scorecards and manager/colleague calibrations. Primary responsibilities include Review and monitor colleague phone calls to ensure agents are adhering to existing Citizen’s policies and procedures and regulatory guidelines. Escalate violations identified during call monitoring to ensure appropriate and efficient coaching and corrective action may be implemented by business lines. Identify and mitigate any risk potentials associated with call monitoring and daily processes. Aid in building and maintaining meaningful partnerships with the business line colleagues and managers. Facilitate and attend call calibration sessions with business lines/agencies to discuss ensure calibration, provide observations and opportunities for improvements through subject matter expertise. Assist with structure and maintenance of team including training of new team members and providing support where needed. Proactively identify opportunities for change that add value to the achievement of business objectives and enhance the customer experience. Demonstrate flexibility to change initiatives, process/procedure implementations for the team and the business lines being reviewed. 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

Highly organized and strong attention to detail
Exceptional written and verbal communication skills
Self-directed with excellent time management and prioritization skills
3-5 years’ experience working in an operations environment
Possess and apply strong analytical and effective listening skills
Ability to work under pressure with efficiency and accuracy
Ability to plan and prioritize workload
Provide backup support in all aspects to staff
Ability to multi-task and function efficiently in high volume, fast paced, deadline-oriented environment
Proficient in MS Word, Outlook, and Excel
Positive and customer-focused mindset, adaptable to change

Nice To Haves

5 Years of Experience providing exceptional customer service in a call center environment, preferably within a financial institution
2 years of Experience providing feedback through coaching and/or training
2 years of Experience providing coaching and feedback in a Quality Assurance role with the goal of improving overall customer experience while maintaining adherence to compliance and regulatory guidelines
2 Years of experience in Collections
2 Years of experience in Fraud Operations and/or Servicing
Mainframe experience: KO/RMS/ALS/IMPACS/TSYS
Fraud Operations Systems: Verint, CSS, DCM, STAR Station, WRaap, Mastercard, FICO Falcon, Threat Matrix, Compass, FPO, Cypress

Responsibilities

Review and monitor colleague phone calls to ensure agents are adhering to existing Citizen’s policies and procedures and regulatory guidelines.
Escalate violations identified during call monitoring to ensure appropriate and efficient coaching and corrective action may be implemented by business lines.
Identify and mitigate any risk potentials associated with call monitoring and daily processes.
Aid in building and maintaining meaningful partnerships with the business line colleagues and managers.
Facilitate and attend call calibration sessions with business lines/agencies to discuss ensure calibration, provide observations and opportunities for improvements through subject matter expertise.
Assist with structure and maintenance of team including training of new team members and providing support where needed.
Proactively identify opportunities for change that add value to the achievement of business objectives and enhance the customer experience.
Demonstrate flexibility to change initiatives, process/procedure implementations for the team and the business lines being reviewed.
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.