Equipment Finance Quality Specialist

First Citizens Bank•Jacksonville, FL

About The Position

This role is responsible for reviewing call monitors and/or contract files on a subset of Equipment Finance customers. Provides an independent review of calls and/or in-flight files and originated files for adherence to best practices and procedures.

Requirements

Bachelor's Degree OR High School Diploma or GED and 4 years of experience in Operations
Ability to work independently and to multi-task
Excellent customer service skills
Advanced attention to detail
Strong analytical and problem-solving skills
Outstanding oral and written communications

Nice To Haves

Experience with interpreting and management of standards and regulations
Root cause analysis experience
Proficiency in complaint management systems, such as Pega, Salesforce or CRM
Quality Assurance experience
Equipment Financing experience
Banking and/or Large Financial Institution experience

Responsibilities

Supports the first line complaints management program. Provides effective challenge to the business surrounding complaint management to ensure completeness, timeliness, and adherence to complaint standards. Serves as a liaison between the first line business, second line risk and Compliance officers. Recommends process improvements to enhance performance and mitigate potential risk.
Reviews tasks within the department for completeness, accuracy, and adherence to appropriate procedures or regulations. Sources and maintains internal control information, evaluating for risk or discrepancies. Assesses quality assurance and performance to provide management with key insight into Equipment Finance activities.
Identifies and communicates improvement opportunities through process analysis. Create reports on the effectiveness of the internal control system to mitigate potential risks.