Quality Assurance (QA Specialist) Collections Specialist, Full-Time, Remote (MA or NH only)

About the role

Under the general direction of the SAM/Collections team leader and management team, the Quality Assurance Specialist monitors recorded and live calls to ensure compliance with department call standards and collections laws and regulations including but not limited to FDCPA. The position is also responsible for identifying training needs and collaborating with the department’s Learning and Development partner.

Responsibilities

• 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 Collections 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 Collections leadership

Requirements

• High school diploma or equivalent is required; some college is preferred
• Two years progressive experience in collections, lending, or call center environment; prior QA experience is preferred
• 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

Location

Remote (MA or NH only)

Pay

$23.70 - $26.60 per hour

Schedule

Monday - Friday 8:00am-5:00pm (40 hours)

Benefits

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: You’ll accrue up to 15 days in your first year. In addition, you’ll receive 40 hours of sick time and 3 personal days, which refresh annually
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)