Location: San Antonio,TX, USA
Overview
Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members do better. Joining PenFed is more than being an employee; it's about being a part of the PenFed family.
PenFed is hiring a Collections Quality Assurance Specialist to work on-site at our San Antonio, Texas service center. The primary purpose of this job is to monitor and evaluate interactions of PenFed's collection center employees. This position will coordinate with leadership and the unit management regarding the interactions to provide feedback, trend analysis, and areas of opportunity.
Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
+ Evaluate recorded telephone calls/written case activities of PenFed contact center employees to ensure compliance with company policies, processes, and procedures.
+ Perform contact monitoring and provide trend data to leadership and unit management team(s).
+ Communicate feedback on member interactions, identifying areas of excellence and improvement opportunities.
+ Participate in and lead regular calibration sessions with the QA team and unit leadership.
+ Adhere to QA challenge processes.
+ Compile and track all monitoring activities and statistics.
+ Leverage PenFed's call/screen recording software to review interactions.
+ Perform documentation review of system of record to ensure compliance with PenFed policy.
+ Maintain a current knowledge of relevant internal policies and procedures
+ Assist with the development of in-line controls to decrease the incidence of non-compliance.
+ Generate a positive atmosphere by being a contributing and encouraging team member.
+ Prepare reports to provide to management on scores, trends, and opportunities relating to quality.
+ Participate in answering calls / interactions on a regular basis for Collections.
+ Assist in the preparation of management reports identifying scores, trends, and opportunities relating to quality.
Qualifications
Equivalent combination of education and experience is considered.
+ Associate's degree in related field required.
+ Minimum of two (2) years' work experience as a collector in a call center environment.
+ Minimum of one (1) years' experience as a quality assurance analyst or trainer.
+ Excellent analytical, problem-solving, and decision-making skills.
+ Strong knowledge of financial services structure, products, policies, and procedures required.
+ Ability to articulate constructive feedback, both verbally and in written form required.
+ Team player with the ability to work with minimal supervision.
+ Ability to closely follow work standards.
+ Advanced experience in Microsoft Office including Word, Excel, and Power Point.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
Ability to travel to various worksites and be on-call is not required.
About Us
Established in 1935, PenFed today is one of the country's strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-###-####.
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