Quality Control Collections Specialist (QC 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 Control Specialist supports Collections leadership to ensure consistency in policies, procedures and adherence to regulatory and compliance requirements as well as identify training needs within those areas.

What You’ll Do

• Perform monitoring of department transactions to ensure alignment with policies and procedures, designed to ensure compliance with all applicable State and Federal regulatory requirements, including but not limited to Regulation Z, Fair Debt Collection Practices Act, Fair and Accurate Credit Transactions Act, Fair Credit Reporting Act, and Servicemembers Civil Relief Act
• Proactively identify compliance improvement recommendations to leadership
• Organize, analyze, and interpret data to explain irregularities or trends to leadership
• Monitor member correspondence, and ensure issuance within the defined SLAs
• Perform reviews on corrective action taken to determine finding resolution adequacy
• Assist leadership in updating internal policies, procedures, and processes in accordance with federal and state regulations
• Attend and present in monthly call calibration sessions with department leadership
• Assist leadership in preparing responses to regulatory inquiries

Qualifications

• 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

Pay & Schedule

• Target Compensation: $23.70 - $26.60 per hour
• Schedule: Monday-Friday, 8a-5p
• Location: Marlborough, MA

Benefits

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: accrue up to 15 days in your first year, plus 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)