Specialist III, Quality Assurance

Resurgent Capital Services•Greenville, SC

About The Position

This position provides quality assurance oversight and risk identification for the functions performed within numerous divisions of Resurgent Capital Services and our Servicing Network. This position monitors rep-level and process level quality performance and policy adherence including but not limited to FDCPA, TCPA, UDAAP, Reg F and other federal and state regulations. This position performs regular reviews in order to identify areas with opportunity for improvement and will assist management in the day-to-day activities. The Specialist III, Quality Assurance title reports to the Sr. Manager of Servicer Quality Assurance.

Requirements

3+ years of previous auditing experience preferred.
Detailed oriented, analytical, strong organization and writing skills, high level of integrity.
Excellent listening and communication skills and ability to collaborate with a diverse team.
Ability to identify process trends, gaps, and recommend improvements.
Ability to train employees and provide continuous support.
Must possess critical thinking skills along with the ability to detect and understand application issues and implement problem solving techniques.
Professionalism, dependability, integrity, and trustworthiness combined with a cooperative attitude.
Working knowledge of collections, customer service, bankruptcy, and call monitoring requirements.
Knowledge of primary industry regulatory laws – FDCPA, TCPA, and other state and federal regulations.
Flexibility concerning job functions and scheduling.
Ability to maintain confidential information.
Ability to work individually with minimal supervision.
Above average skill with Microsoft Office (Excel, Word, PowerPoint, etc.).

Nice To Haves

Associate or Bachelor’s degree (preferred but not required).

Responsibilities

Review and research accounts, calls, and other process items selected for Quality Assurance audits for internal inventory and our servicing network.
Review, monitor and evaluate service providers to ensure compliance with Resurgent policies as well as state and federal regulations.
Provides adequate information and/or documentation that will support the decision(s)made on audits.
Meets quantitative production goals with a high percentage of accuracy and minimal errors.
Assist in identifying operational risks and escalating issues to management.
Assist in training new hires on the Quality Definitions that form the basis for trending and scoring.
Provide feedback to members of management.
Participate in special projects (analyzing accounts, obtaining judgment images, etc.) as needed by upper management or other departments.
Attend calibration sessions.
Recommend appropriate training to address negative trends and prevent exposures.
Identify potential process breakdowns or account anomalies and submit improvement proposals as needed.
Recommend procedural changes and/or policy updates.
Perform various additional duties as directed by Quality Assurance Management.