Qa Specialist - Customer Care And Compliance

This position is onsite at our 2420 Sweet Home Rd. Location!

POSITION SUMMARY: Responsible for providing effective customer service for internal and external customers by processing written correspondence in accordance with internal policies and procedures while meeting client requirements. Including but not be limited to mail received by customers and third parties via US Postal Service, Fax or Email communications. Additional responsibilities would include: monitor, assess, and measure collectors' compliance with federal and state laws, and with client and company work standards, and provide meaningful feedback to improve collectors' productivity, compliance and overall performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Process electronic and written correspondence as required by client
• Assist internal/external customer in accessing information, troubleshooting problems and resolving system inquiries
• Photocopy and file customer correspondence as required by ACI and Client policies and procedures
• Provide timely and accurate information to incoming internal/external requests
• Comply with company policies and procedures (to include all IT required security and privacy policies and procedures), client standards and all applicable federal, state and regulatory laws
• Adhere to communication transmittal requirements pursuant to client guidelines (encrypted portals or encrypted preferred method of transiting communications).
• Provide audit support
• Monitor collection calls for compliance with federal and state laws and provide feedback to operations and training departments to improve collectors' compliance.
• Monitor calls for collection technique and accuracy of messages left with customers.
• Provide feedback to operations and training departments to improve collectors' call quality, productivity, customer service, and Compliance with client and company standards.
• Conduct file audits to ensure that ACI meets or exceeds client standards for working accounts and provide feedback to operations and training departments to improve such performance.
• Initiate corrective and disciplinary actions when necessary to curtail collectors' violations of federal and state laws that are detected during call monitoring and log such violations.
• Participate in client call calibrations.
• Perform other duties that may be needed and/or assigned by management
• Maintain a current working knowledge of relevant laws, regulations, and trends in the collection industry
• Administer Progressive Compliance Disciplinary Process
• Perform other duties as assigned.

• College Degree or equivalent experience
• Excellent verbal and written communication skills
• Knowledge of CUBS Application System
• Detail oriented individual demonstrating a high level of initiative and proven ability to work independently
• Proficient computer skills using Microsoft Word, Excel, and Powerpoint
• Previous compliance experience in a Collection or Banking environment
• Thorough knowledge of federal, state, and local laws, regulations and rules governing collections
• Ability to work as a team player while maintaining objectivity and impartiality from other departments

What Can WE Offer YOU?

• An employee centric work environment
• Competitive wage and unlimited financial growth
• Comprehensive benefits package including: 3 medical plans (Blue Cross/Blue Shield) to choose from, dental, vision, 401K with employer match, GENEROUS paid vacation time at (6) six months, sick time, paid holidays, life insurance and disability plan options
• Paid training and equipment provided
• A professional and stable employer dedicated to your success
• Growth opportunities, we are always looking for future leaders
• Great schedule- no weekends, no late nights (see schedule below)
• Work-Life Balance is the key to happy employees
• A leadership team that is supportive and engaged in your growth
• The most important thing we can offer you, a team that is supportive and cares about your success! We will work with you until you reach your potential- that's what separates us from other employers. We know that takes time.

Disclaimer: The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken. Duties may vary from time and this description is subject to review. Modifications will be made as needed to support changes in the business climate and requirement.