The Quality Assurance Analyst will work with members of the Compliance Department and Loan Servicing Department to maintain Colonial's extensive quality control and compliance activities. Responsible for proactively assessing, managing and mitigating compliance risk within Servicing and ensure compliance by following all Federal, State, Local, Investor, and Agency rules and regulations. Specific responsibilities include monitoring and evaluating Customer Support/Relations interactions with Colonial's customers
Responsibilities Include:
- Monitor and evaluate customer interaction (e.g. phone calls, secured messages) to ensure consistent and accurate processes are conducted with customers
- Test and provide detailed results to identify Customer Support/Relations skill deficiencies and ensure consistent improvement in the quality of customer interactions
- Participate in calibration sessions to assess Customer Support Supervisors are evaluating/coaching agent performance consistent with the Quality Assurance Guidelines
- Working knowledge of all State, Federal, Local, Investor, and Agency rules and regulations
- Prepare and present reports to management regarding status of compliance in areas of compliance focus
- Maintain effective working relationships with management
- Recommend control enhancements that will mitigate areas of risk that may arise from inadequate or failed audit findings
- Strong analytical, synthesizing, and problem solving skills
- Escalate to management any deficiencies, problems, or concerns that might be a potential risk
Requirements:
- 2+ years' experience in a compliance role
- 2+ years' experience Quality Assurance Call Center/Customer Support
- 2+ years' experience within mortgage servicing
- Excellent problem solving skills
- Excellent verbal and written communication skills, ability to articulate issues, interact with federal and state regulatory authorities, and make presentations to Senior Management
- Excellent interpersonal skills with the ability to maintain confidentiality
- Analytical, detailed and results oriented with excellent organizational skills
- Ability to work in a fast paced changing environment
- Ability to work independently, prioritize workload, and balance multiple duties
- Ability to respond quickly to a changing environment
- Proficient in Microsoft Office
This position offers a full range of benefits including Health, Dental, and 401k.
Equal Opportunity Employer
M/F/Disability/Vet.
Member FDIC | Equal Housing Lender | NMLS ID 401285
