Job Abstract

$1000 Signing Bonus effective 1/20/2024

Medical Insurance Information: All full-time positions include the option of $0 out-of-pocket premium cost for Employee Only PPO AND exceptionally low premiums for all other PPO coverage levels.

Hours: Monday - Friday 8am-4:30pm. Rotational Evenings and Saturdays.

SUMMARY OF POSITION:

The Member Service Center Quality Assurance Specialist is responsible for regularly monitoring and evaluating phone interactions between members and employees. The Quality Assurance Analyst will provide feedback to call center & Ecommerce agents to reinforce or sustain work expectations, processes, and adherence to phone security procedures. The incumbent will also share the agent’s feedback with their direct manager and provide recommended coaching plans as needed.

PRINCIPAL ACCOUNTABLITIES AND FUNCTIONS:

1. Perform objective call evaluations. Identify trends or issues that impact member satisfaction and quality standard Communicate, document and report skill deficiencies, member concerns and call trends to Managers
2. Ensure that employees are using the correct tools, following company policies and procedures, providing accurate and objective evaluations, and are performing ethically. To achieve objectives the job incumbent is required to perform the following:
   1. Listen to recorded and/or live interactions between Member Service Center employees and Members on a monthly basis.
   2. Review and score the recorded and/or live interactions.
3. Provide documentation and/or verbal feedback to Member Service Center Representative and respective Manager. Support and partner with Manager in the coaching, evaluation, or on further research/clarification of issues for quality assurance. Facilitate and attend calibration sessions.
4. Ensures quality control within the MSC to be in compliance with Tower’s policies and procedures as well as State and Federal regulations.
5. Strategize process improvements that will help ensure sound department operation, maximize efficiency and member satisfaction.
6. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws.
7. Develop and maintain a thorough knowledge of Tower’s products and services, and policies and procedures.
8. Monitor and comply with all established security, internal audit, and applicable government policies and regulations.
9. Maintain required records and provide reports as required by Member Service Center Management Team.
10. Maintain knowledge of current functions of the Member Service Center including mail and electronic avenues.
11. Complete Regulatory Training Modules as required.
12. Ensure that the Member Service Center agents complete all required training in a timely manner. This includes training provided by the Member Service Center and the IT department.
13. Resolves MSC balancing issues, assisting the MSC Seniors with testing of new releases and being available to provide access to the MSC during non-business hours to support Credit Union needs.
14. Performs other Quality auditing functions and/or other duties as assigned by the Manager.
15. Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC.

REQUIRED QUALIFICATIONS:

• Possession of an Associate’s degree in related field or equivalent work experience.
• Two years or more at a financial institution providing member service and support in a Member Service Center environment.
• Knowledge of banking policies, procedures, and regulatory requirements, including the methods and principles of sound business practices. Knowledge of intranet/internet, effective oral, written and interpersonal skills required to provide feedback on Call Center Quality issues/concerns. Exceptional listening and analytical skills. Experience with Microsoft Word, Excel, and Access preferred. Bilingual skills a plus.

• Or, an equivalent combination of education and experience.

COMPETENCIES:

• Analytical decision making ability with attention to detail.
• Ability to prepare and conduct effective presentations with the ability to influence others on quality assurance standards and compliance matters.
• Ability to interact effectively and professionally with colleagues and managers, and to effectively communicate verbally and in writing.
• Ability to operate a PC in an Internet environment and to assist others with such operation.
• Ability to apply concepts of fractions, percentages, ratios and proportions to practical situations.
• Ability to understand and analyze operational data.
• Ability to proficiently operate Microsoft Office applications (Word, Excel, PowerPoint)
• Ability to read, analyze and interpret government regulations and business periodicals, professional journals, technical procedures, statistical/system reports.
• Ability to convey/present information effectively to groups and to respond to questions from a diverse audience.
• Ability to prepare a variety of technical instructions and to provide clear interpretations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to troubleshoot and resolve member and staff issues/problems related to Internet based website applications and ability to coach staff to do the same.
• Ability to respond to sensitive inquiries and complaints in a timely, effective manner.
• Ability to motivate others to take action.
• Ability to provide constructive feedback to others.
• Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC.

WORKING CONDITIONS:

• Ability to sit for extended periods and demonstrate sufficient dexterity, vision, and hearing to operate a variety of office equipment.
• Ability to lift up to 15 lbs. with or without assistance.
• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.
• Perform primarily sedentary work with limited physical exertion and extended use of a telephone/headset to accomplish tasks.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on computer for an average of 4-6 hours per day.
• Must be capable of regular, reliable and timely attendance.

This position description is not necessarily all inclusive in terms of work detail.