Bilingual SAM QA Specialist
$47.82k - $55.64kFirst Tech Federal Credit Union
Description
The Bilingual Specialist (Spanish-speaking), SAM Quality Assurance (QA) performs, tracks, and reports quality reviews of member phone interactions in accordance with internal and external controls to ensure quality. Job Duties:
- Conduct random call reviews to monitor member interactions
- Perform follow-up quality reviews to confirm that appropriate actions were taken on reported findings and that desired results were achieved by communicating with leadership
- Provide regular operational updates with identified priorities and recommended actions to department leadership including analysis of performance metrics
- With leadership guidance, maintain quality assurance processes in accordance with federal and state regulations, investor guidelines, and internal policies and procedures
- Proactively identify compliance improvement opportunities
- Perform research and training to maintain a strong knowledge of all policies, procedures and current regulations
- Lead monthly calibration sessions with leadership
- Minimum Education: Bachelor's degree in Business Administration is preferred
- Minimum one year experience in a quality assurance role in the financial services industry
- Experience in process change and innovation
- Strong knowledge of state and federal laws and regulations
- Basic knowledge of collections principles and practices as well as CFPB and FNMA guidelines
- Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment
- Ability to anticipate needs and prioritize projects in a fast-paced environment with tight deadlines while producing high-quality work
- Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
- Proven ability to professionally handle sensitive documents
- Strong research, analytical, problem solving and critical thinking skills with an excellent attention to detail
- Basic knowledge of the financial industry operating areas including functions, products & services
- Intermediate knowledge of Microsoft Office Suite; advanced knowledge of Excel
- Certification/License : N/A
Location: Hillsboro Corporate Office - Hillsboro, OR 97124 (HYBRID)
Target Compensation in Hillsboro, OR: $47,818 - $55,640 + annual bonus
Benefits options include:- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Paid Time Off: You'll accrue up to 15 vacation days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually
- 11 paid federal holidays
- Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
Vacancy posted 3 days ago
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