Senior Quality Analyst - Treasury Fulfillment

About the role

This job is responsible for performing Inline Quality Assurance (ILQA) reviews for depository and treasury product implementations.

Responsibilities

• Performs ILQA reviews for ~30+ requests daily, following a strict prioritization process to ensure timelines are met
• Validates required documents are provided, complete, and accurate while coordinating with business partners to obtain corrected documents, when needed
• Monitors communication channels (Outlook, Skype, Teams, etc.) for workflow updates, partner inquiries, status requests, escalations, and business updates
• Performs quality audits and/or reviews evaluations completed by team managers
• Analyzes and understands data and translates it into coaching feedback by providing feedback to team managers and as input to formal associate education
• Determines if associate actions and decisions are in accordance with regulatory requirements and impacts to quality scoring
• Identifies trends, escalates problems, and takes action
• Communicates with leaders on team performance and trends
• Organizes review sessions for leaders and employees to identify strengths and opportunities to ensure process/scoring consistency
• Shares best practices
• Partners with internal business partners to obtain necessary information to complete Inline Quality review
• Completes quality reviews on high risk transactions
• Reviews legal documents to determine if adequate documentation has been provided to meet test and controls risk requirements
• Works with Implementation Associate to obtain missing information preventing the quality review from moving forward
• Utilizes various bank systems to complete quality review requests
• Identifies and escalates process/procedure gaps to mitigate risk
• Exercises judgment and discretion with respect to client relationships and problem resolutions
• Leverages resources, procedures and manages desk routines to ensure tasks, timelines and responsibilities are met
• Meets or exceeds strict quality assurance standards

Qualifications

• Minimum 2 years of Customer Service experience
• 1+ year of Treasury experience
• 1+ year of Quality Assurance Experience
• Excellent verbal and written communication skills
• Ability to multi-task and sustain high organizational skills in fast-paced environment
• Willingness to learn and adapt to change
• Ability to work independently and be a self-starter
• Ability to promote teamwork and positive attitude
• Ability to engage with clients, begin a conversation, build rapport, and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Intermediate ability in computer skills

Desired Qualifications

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
• Commitment to challenging the status quo and promoting positive change
• Participates in and drives collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect

Skills

• Claims Management
• Controls Management
• Monitoring, Surveillance, and Testing
• Policies, Procedures, and Guidelines Management
• Quality Assurance
• Attention to Detail
• Investment Management
• Problem Solving
• Risk Management
• Written Communications
• Adaptability
• Process Management
• Process Mapping
• Project Management
• Reporting

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent