Overview

This position provides quality call monitoring and new hire training for the Collections & Loss Mitigation business units of the Bank to reduce risk and enhance the client experience. Objectively reviews and scores calls in the course of Collections, Loss Mitigation and Recovery in a multi-product environment. Evaluates performance of collection associates to ensure compliance with applicable regulations, call standards, policies, and procedures. Scores calls and written correspondence and provides coaching and training to help associates achieve quality and productivity goals. Assists in the refinement, management, and continuous growth of quality assurance capabilities. Facilitates continuous improvement in processes and overall performance while reducing associate attrition and risk.

• Quality Assurance - Monitors calls to ensure service standards, overall call quality, and alignment to policy and regulatory guidelines. Utilizes a quality monitoring program to track performance at individual, functional, and departmental levels. Identifies areas of improvement and possible risks. Provides analytic data to management that allows for key business insight.
• Coaching & Training - Provides feedback to collection associates and collaborates with managers on observed strengths and improvement opportunities. Ensures the uniformity of coaching and feedback delivery to collection associates through regular calibration sessions. Develops training materials and job aids and administers training to new hires and current associates as needed.
• Business Support - Works closely with all levels of collection management to address concerns and inefficiencies. Participates in the development and improvement of call monitoring formats, quality standards, and training curriculum. May assist operational process improvements or risk mitigation efforts. Provides new hire training, product training, and system training.
• Client Service - Strengthens client service capabilities through ongoing monitoring of the client experience and training of associates.

High School Diploma or GED and 3 years of experience in Collections, Customer Service, Call Center, Quality Control, or Financial Services including Quality Assurance

Preferred Education: College graduate with 1 year in Financial Services, Quality, or training role

Skill(s): Must have knowledge of applicable regulations pertaining to the collections and loss mitigation of distressed credits