Interaction Quality Control Manager
Interaction Quality Control Manager
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Job Description
Please reference the schedule and minimum qualifications listed below before applying.
If you need assistance with filling out our application form or during any phase of the application interview or employment process please notify our Human Resources Team at option 1 or email and every reasonable effort will be made to accommodate your needs in a timely manner.
Job Summary
This position manages a team of analysts that perform interaction compliance quality control reviews and monitoring. This role provides first-line quality control and compliance support for member interactions. This position is responsible for building and maintaining relationships with business units to focus on accurately identifying and effectively addressing compliance risk within interactions with members. This position works cross-functionally at a first-line level to address compliance issues with business unit leaders.Job Description
LOCATION
Mountain America Center - Hybrid:
9800 S Monroe St
Sandy UT 84070
SCHEDULE
Full Time
To be effective an individual must be able to perform each job duty successfully.
- Lead team of analysts performing interaction compliance quality control monitoring.
- Provide overall leadership forecasting and accountability for interaction quality control reviews and performance.
- Coach and develop team members on compliance policy and procedure.
- Act as subject matter expert in CFPB and NCUA rules and regulations specific to interactions with members including UDAAP BSA OFAC ECOA FCRA Fair Lending Fair Debt Collection and other regulations as applicable.
- Develop optimize and maintain accurate compliance monitoring and reporting for compliance on member interactions.
- Ensure ongoing compliance monitoring processes meet current regulatory requirements identifying trends and issues that need additional oversight.
- Manage process implementation and improvement activities to ensure the interaction quality control program meets organizational and business unit needs.
- Develop KPIs and metrics to manage the continuous evaluation and implementation of interaction quality control processes including the development and maintenance of questionnaires and exceptions.
- Cross collaborates with peer managers and key stakeholders to institute and oversee interaction quality control calibration confirming consistency and accuracy in the review process across compliance and member service business units.
- Collaborate with leadership to ensure processes meet internal standards and risk tolerances.
- Analyze trends from internal reports to articulate findings and assist with remediation efforts.
- Meet with leaders regularly to review exceptions and discuss trends identified in each lending area. Works with leaders to create accountability and an action plan for issues and exceptions identified.
- Generate analyze and communicate quality reports and participate in strategic planning sessions for continual improvement in staffing performance measures and statistics.
- Utilize data to identify evaluate and report on key performance indicators of compliance risk.
- Adapt interaction quality control programs and process to address emerging and changing risk environments volume and business need.
- Use Unified Communications tools such as Interaction Analytics to gather data and analyze trends or patterns affecting quality.
- Maintains thorough knowledge of all Loan Servicing Asset Management and Service Center policies and procedures.
- Performs other duties as assigned.
KNOWLEDGE SKILLS and ABILITIES
The requirements listed are representative of the knowledge skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Experience
- 5 years of contact center/branch/lending experience
- 3 years of experience managing and leading small to medium size teams
- 2 years of experience in compliance related role preferred
Education
Bachelors degree from an accredited institution in business marketing finance economics or related field. Education will be verified. OR Three additional years combined with experience years in a progressive financial setting.
Licenses Certifications Registrations
Credit Union Compliance Expert (CUCE) certification preferred.
Managerial Responsibility
- Oversees coordinates and reviews the work of assigned staff
- Has responsibilities that are direct or through work leaders or assistants typically with a subordinate group of 8-15 employees.
- Recommends candidates for employment conducts performance evaluations and salary reviews for assigned staff and applies company policy
- Implements performance goals and provides structured ongoing coaching and mentoring through regular check-ins
Computer/Office Equipment Skills
- Advanced skills in Microsoft Office (Outlook Word PowerPoint & Excel)
- Advanced telecom system skills
- Experience with quality control and analytical/reporting software preferred
Language Skills
- Demonstrated ability to clearly express ideas methodology results and recommendations verbally in writing and through insightful reports and graphic illustrations.
- Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
- Exhibits strong communication skills and professionalism through situations of productive conflict
Other Skills and Abilities
- Excellent inter-personal skills including the ability to lead and collaborate with internal and external teams and leaders.
- Advanced knowledge of related state federal and compliance laws and regulations
- Comprehensive knowledge of quality control and continuous improvement concepts procedures and processes.
- Process improvement mindset with the ability to take feedback and implement goals to make improvements.
- Ability to work both autonomously and collaboratively in a fast-paced environment
- Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
- Adaptive to change responds positively to altered circumstances or conditions
- Possess a desire and willingness to learn and continually update knowledge base on financial concepts strategies systems etc.
- Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
- Strong coaching and motivational skills.
PHYSICAL ABILITIES / WORKING CONDITIONS
Physical Demands
Ability to sit talk and hear consistently
Ability to stand walk and use hands to handle or reach occasionally
Vision Requirements
Close vision (clear vision at 20 inches or less)
Distance vision (clear vision at 20 feet or more)
Weight Lifted or Force Exerted
Ability to lift up to 10 pounds occasionally
Environmental
There are no unusual environmental factors
Noise Environment
Moderate noise (business office with computers and printers light traffic)
#LI-FW1
Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.
Required Experience:
Manager
Employment Type
Full-Time
