Address
Form of work
SalaryManhattan and/or Garden City, New York
Hiring range: $75,000 - $95,000
The Reg EIntake Team Call Monitoring Analyst performs quality control reviews of customer calls to and from Apple Bank’s Regulation E Intake Team Representatives to ensure they adhere to internal policies and procedures related to CFPB Regulation E. The Analyst is responsible for ensuring that the representatives deliver a high level of service to our customers.
Hiring range: $75,000 - $95,000
The Reg EIntake Team Call Monitoring Analyst performs quality control reviews of customer calls to and from Apple Bank’s Regulation E Intake Team Representatives to ensure they adhere to internal policies and procedures related to CFPB Regulation E. The Analyst is responsible for ensuring that the representatives deliver a high level of service to our customers.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Monitor and evaluate recorded customer call on a regular cadence to assess the quality of customer service provided by representatives.
- Conduct detailed reviews of both incoming and outgoing recorded calls to ensure compliance with Regulation E requirements, and Bank policies and procedures.
- Identify and document areas for improvement in customer interactions, including call handling, adherence to scripting, Reg E knowledge, and resolution of customer issues.
- Provide constructive feedback and coaching to representatives based on Call Monitoring evaluations.
- Collaborate with training and quality assurance teams to develop and implement training programs and initiatives based on Call Monitoring findings.
- Analyze Call Monitoring data and trends to identify opportunities for process improvements and training needs.
- Prepare and present regular reports to management on Call Monitoring findings and key performance indicators.
- Perform other duties as requested.
SKILLS, EDUCATION, & EXPERIENCE
- Bachelor's degree in Business, Communications, or a related field; relevant experience or certifications in quality assurance or call center management is a plus.
- 3+ years of experience in a call center environment, with a focus on quality control, Call Monitoring, or customer service evaluation.
- Knowledge of regulatory requirements related to CFPB Regulation E a plus.
- Strong attention to detail and analytical skills, with the ability to review and analyze customer interactions effectively.
- Strong communication skills (verbal + written) required.
- Proficiency in using Call Monitoring and quality assurance tools and software.
- Ability to work independently and collaboratively in a fast-paced and dynamic environment.
Visa sponsorship not available.
We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.
