Onboarding QC Specialist

Mercury•Portland, OR

11h•$68,300 - $85,400

About The Position

Mercury is building a complete finance stack for startups. This turns out to be a pretty wild endeavor, so we’re looking to bring someone smart onto our Risk team to help us out. This role is laser-focused on the accuracy and overall quality of Mercury’s Onboarding team. In addition to the primary responsibility of performing Quality Control (QC) reviews, this role assists in creating and maintaining QC process documentation and training resources for both the QC team and the Onboarding team as a whole. As a member of the Onboarding QC team, you will take an active role in the continued development of the Onboarding team’s work. This means conducting regular QC reviews for ICs, contractors, and BPO agents, contributing to monthly QC reports, and supporting project work our team may take on. You’ll play a key role in identifying improvements the Onboarding team can make in order to ensure they’re meeting the high quality customer experience standard we have set. You will document and monitor Onboarding’s successes and opportunities, delivering feedback that delights, informs, and inspires. Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

Requirements

Be a highly motivated self-starter, comfortable working within a high-risk environment
Enjoy solving complex problems and be comfortable challenging existing ideas and flagging potential issues and opportunities
Work efficiently and independently, but ask for help when you need it
Enjoy and have experience working autonomously on both queue- and project-based work, and be able to switch between them comfortably
Demonstrate an emphasis on quality, accuracy, and detailed documentation in your daily work
Have a desire to improve processes and products within ONB and the greater Risk org
Have superb written communication skills, particularly for providing clear and actionable feedback
Expertly balance crafting feedback that shares constructive opportunities, celebrates work well done, and accounts for the needs of the person receiving it
Be curious and willing to learn about the US banking system, startups, and ecommerce companies

Responsibilities

Perform regular QC assessments for the Onboarding team to ensure compliance with current policies and procedures
Maintain a strong working knowledge of Onboarding team processes and contribute to planning and implementation of quality-related projects within ONB
Provide feedback and recommendations to improve performance across the Onboarding team
Contribute to regular QC reporting and assist in maintaining QC procedures and process documentation
Help to monitor and analyze QC data to identify trends, anomalies, process gaps, and areas for improvement