Consumer QA QC Sr Specialist

Description

The Consumer QA QC Sr. Specialist will perform Quality Assurance & Control tasks across the Collections & Recovery business lines.   The Sr. Specialist must possess the ability to work in a fast paced, high volume, and deadline-controlled environment. The processes reviewed can be multifaceted and may require routine decision-making abilities. The candidate must have strong attention to detail and be able to recognize and respond to shifting priorities, all while maintaining accuracy and completeness of the assigned workload.  Both regulatory and operational requirements are reviewed for accuracy, timeliness & completeness, therefore, attention to detail as well as strong written and verbal communication skills are necessary.  The candidate is empowered to evaluate and recommend improvements to facilitate the efficiency and effectiveness of quality control efforts and productivity.

Primary responsibilities include:

• Executing, with a high degree of attention to detail, various quality control tests related to Collections & Recovery to ensure adherence of existing Citizen’s policies and procedures as well as regulatory guidelines.
• Maintaining a strong risk and control environment by promoting a culture of risk awareness and accountability
• Responsible to escalate to management any violations to ensure business line managers can coach accurately and appropriately
• Responsible for building and maintaining partnerships with business line stakeholders and working closely with those stakeholders to self-identify and mitigate risks within the business
• Working with subject matter experts to research and resolve exceptions identified during quality control testing
• Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives.
• Design and implement new controls when needed or requesting, ensuring potential risks are mitigated and both regulatory and operational requirements are adhered to

Required Skills/Experience:

• 1-3 years’ experience in financial industry (Collections Role a plus)
• Strong organizational, research and communication skills
• Intermediate proficiency in Microsoft Suite (Excel, PowerPoint)
• History of strong performance driven by being self-motivated, taking initiative to turn ideas into actions, and producing significant output at a high level
• Aptitude to learn new skills or software independently to be able to provide better guidance and recommendations to colleagues and management
• Proven organization skills, attention to detail, and ability to handle multiple projects simultaneously 

Preferred skills:

• 1+ year QA/QC experience

Education/Certifications: 

Education:

• Associates or Bachelor’s Degree preferred.  Relevant work experience may be substituted in lieu of degree.

Hours and Work Schedule:

Hours per Week: 40

Work Schedule: 

Monday – Friday, 8am-4:45pm

Hybrid

• In office – 3 days

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.