Address
Form of workJob Description
The Quality Assurance Auditor serves as the primary contact for all customer experience reporting and complaint handling activities related to 1st Franklin's products and services. The QA Auditor processes complaints received from customers and other outside sources. This position ensures all customers are provided with courteous and professional customer service and that all complaints are adequately and appropriately identified, recorded, categorized, investigated, monitored, responded to, analyzed and retained.
The Quality Assurance Auditor serves as the primary contact for all customer experience reporting and complaint handling activities related to 1st Franklin's products and services. The QA Auditor processes complaints received from customers and other outside sources. This position ensures all customers are provided with courteous and professional customer service and that all complaints are adequately and appropriately identified, recorded, categorized, investigated, monitored, responded to, analyzed and retained.
- Conducts Post Contact with Customers
- Provide information about products and services
- Confirm knowledge and understanding of terms and condition of the loan and products purchase
- Evaluate customer satisfaction levels and gauge level of service provided at branch level
- Performs Customer Complaints Responsibilities
- Field, evaluate and resolve customer complaints forwarded to Department
- Provide prompt and courteous attention to customers
- Communicate to customer progress throughout process
- Maintain current and complete files
- Perform root cause analysis to identify the origin, underlying cause and discerning trends
- Performs Other Department Functions
- Conduct and/or direct internal investigation of compliance issues
- Serve as back-up for various Compliance functions
- Respond to Support tickets as assigned
- Report violations of compliance and regulatory guidelines to appropriate management
- High school diploma or equivalent
- Advanced interpersonal relationship skills at a variety of levels and greatly differing social and business settings
- Ability to function as a team member
- Demonstrate the ability to analyze relevant information and apply individual judgement
- Demonstrate the ability to learn and maintain knowledge of ancillary projects, services, and loan terms and conditions offered
- Must be able to understand and apply laws and regulations
- Action focused with ability to organize and prioritize
- Strong communication skills (verbal / written / interpersonal)
- Ability to work with minimal supervision
- Intermediate level with MS Office Suite products and ability to learn other software
- Must possess a valid driver's license and the ability to operate an automobile
