Customer Care Quality Assurance Specialist opening at Gateway First Bank!

This is a varied position that requires a keen eye for detail and excellent written and verbal communication skills:

• Review phone, email, & text interactions across multiple departments and score them against quality standards
• Provide feedback and coaching, both in person and in writing
• Review and make updates to job aids and resources
• Supports the call center by assisting with calls, emails, etc.

Mortgage servicing or banking experience preferred, with knowledge of LoanServ OR any call center quality assurance experience!
Customer Care Quality Assurance Specialist JOB SUMMARY:
The Customer Care Quality Assurance Specialist is responsible for ensuring accurate information and quality interactions with borrowers.

Customer Care Quality Assurance Specialist ESSENTIAL FUNCTIONS (RESPONSIBILITIES):

• Reviews quality of work performed by associates through live monitoring and call recordings.
• Reviews calls to ensure compliance with regulatory and investor guidelines, accurate information, and quality customer service.
• Reviews communications for accurate information, compliance, professionalism, composition, comprehension, grammar, and spelling.
• Reviews training needs and provide recommendations to training department and leadership.
• Provides feedback and coaching to associates; provides feedback to leadership.
• Assists leadership to ensures consistency.
• Assists Customer Care leadership with additional coaching and development, such as live monitors, y-jacking, one-on-one sessions, etc.
• Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.
• Performs related responsibilities as required or assigned.

Requirements:
Customer Care Quality Assurance Specialist REQUIRED QUALIFICATIONS:

Knowledge/Skills/Abilities

• Thorough knowledge of customer care procedure and policy.
• Excellent written and oral communication skills.
• Proficient in MS Office applications.
• Ability to coach individual employees.
• Ability to work in a call center environment.
• Exemplifies the Gateway Values: Stay Growth Oriented, Make a Difference, “Get it Done” Attitude, Be a Team Player, Do the Right Thing.

Equivalent Education/Experience

• High school diploma or equivalent required.
• 2-4 years related customer service, training, quality assurance, and/or contact center experience.
• Mortgage and/or banking experience preferred.

Customer Care Quality Assurance Specialist SPECIAL JOB DIMENSIONS:
Work requires predominantly sedentary work performed at a computer and discretion in
working with highly sensitive information.
NOTE: The essential job functions and associated qualifications contained in this document describe the general nature and level of the work performed. They are not intended to represent an exhaustive listing or be inclusive of all aspects of the job. The tasks and procedures involved in the performance of the essential job functions may vary from day-to-day. Major changes in areas of responsibility may occur, as directed by management, and will require revision of this job description

• Reviews quality of work performed by associates through live monitoring and call recordings.
• Reviews calls to ensure compliance with regulatory and investor guidelines, accurate information, and quality customer service.
• Reviews communications for accurate information, compliance, professionalism, composition, comprehension, grammar, and spelling.
• Reviews training needs and provide recommendations to training department and leadership.
• Provides feedback and coaching to associates; provides feedback to leadership.
• Assists leadership to ensures consistency.
• Assists Customer Care leadership with additional coaching and development, such as live monitors, y-jacking, one-on-one sessions, etc.
• Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.
• Performs related responsibilities as required or assigned