Quality Review Associate #471511

Quality Review Associate

Req#:	471511
Updated:	05/09/2018
Job Type:	Full Time
Location:	Boston, MA
Salary:	Commensurate with Experience
Benefits:	Full Benefits

Submit Profile

Return To List

Job Description

Basic Function

Review processes within Operations and Client Services to ensure procedures are being met according to company guidelines, policies, laws, or regulations. Accurately update and record findings.

ESSENTIAL JOB FUNCTIONS*
• Maintain knowledge of company guidelines, policies, laws and regulations
• Identify opportunities for improvement and present to management
• Review processes within Loan Origination to ensure all policies, laws, procedures and guidelines are being met
• Perform review of loan files to ensure policies and program guidelines are adhered to; document and report findings
• Perform reviews of outgoing customer correspondence
• Perform reviews of customer complaints
• Analyze/audit emails, voice calls (live and recorded) and customer surveys to identify areas of service delivery that do not meet pre-established performance standards within the Call Center; documents findings
• Facilitate calibration/group sessions regarding the customer service quality program
• Accurately update and record findings
• Provide structured and timely recommendations; verbal and/or written feedback to Call Center leadership, Call Center operations, analysts and the Training Team.
• Assist with inquiries from regulatory agencies, the Better Business Bureau, Internal Departments (e.g. Legal, Fraud, Audit, and Compliance etc.)
• Assist with internal and external audits as assigned
• Assist with system testing and validation
• Complete monthly, quarterly, and annual testing of established controls
• Assist in the development of automated systems to improve the Quality Assurance process
• Maintain a high level of professionalism and integrity
• Support departmental initiatives, objectives and strategic goals
• Keep Management informed of any related issues, concerns or problems
• Perform other duties and special projects as assigned by Management

Skills/Requirements

OTHER DUTIES AND RESPONSIBILITIES
Individuals assigned to this position may perform other duties as assigned.

QUALIFICATIONS
Preparation, Knowledge, Previous Experience:
• 1-2 years of high volume consumer lending/processing experience, student lending experience preferred.
• Strong verbal and written communication skills
• Strong analytical skills
• Detail oriented
• General math skills
• Must demonstrate flexibility and adaptability
• Must demonstrate initiative and be pro-active
• Must demonstrate sound judgment and decision making skills
• Proficient use of Microsoft Office and internet navigation software

Skills, Abilities, Competencies:
• Proven ability to work independently and effectively communicate
• Ability to work in a high volume fast paced environment
• Proven ability to adapt to and support change
• Strong Microsoft Office skills including Excel and Word, PowerPoint required

Level of Education Required:
• BS/BA preferred or equivalent work experience

WORKING CONDITIONS & PHYSICAL DEMANDS
Office environment working with personal computer for extended periods of time

Submit Profile

We are an Equal Opportunity Employer M/F/D/V. Cognition Financial Corporation does not discriminate against an applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, or handicap, veteran status, or any other basis prohibited by federal, state, or local law or ordinance.