Consumer QA QC Sr Specialist

Description

The Quality Control Senior Specialist will perform Quality Assurance and Control tasks across Consumer Deposits and Loan Servicing production areas. The Specialists must possess the ability to work in a fast paced, high volume, and deadline-controlled environment. The candidate would be expected to consistently complete scheduled daily tasks accurately and in compliance with the bank’s policies and procedures. Prescribed service level agreements must be met daily, while accommodating key stakeholders and their priorities. Attention to detail is a must to recognize and respond to shifting priorities, all while maintaining accuracy and progress of assigned workload. The candidate must fulfill all required regulatory training and take advantage of the bank’s learning resources to expand their knowledge in areas such as lending, loan servicing, risk, and compliance practices, and/or quality control. The candidate is empowered to evaluate and recommend improvements to facilitate the efficiency and effectiveness of quality control efforts and productivity.

Regulatory and operational requirements are regularly reviewed for accuracy, therefore, attention to detail and good written and oral communication skills are critical to the role. Processes and procedures must be followed to ensure consistency. As there is a strong customer service focus, the candidate may be called upon to assist in resolving routine customer complaints/issues and this must be done in an accurate and efficient manner. Efforts must consistently be focused to proactively meet and exceed the needs of our customers. Adherence to a set schedule is required; however, extended hours may be necessary dependent upon workload. Special projects and/or duties may also be assigned

Primary responsibilities include

• Perform QA QC functions to ensure operations teams are adhering to existing Citizen’s policies and procedures and regulatory guidelines.
• Responsible to escalate to management any violations to ensure business line managers can coach accurately and appropriately
• Responsible for building and maintaining partnerships with the business
• Assist with building and maintaining the team including training of new team members and providing support where needed
• 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.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Highly Organized and Detail Oriented
• Exceptional written and verbal communication skills 
• Self-directed with excellent time management skills
• 3-5 years’ experience working in an operations environment
• Possess and apply strong analytical skills
• Ability to work under pressure with efficiency and accuracy
• Ability to plan and prioritize workload 
• Requires ability to provide backup support in all aspects to staff
• Ability to multi-task and function efficiently in high volume, fast paced, deadline-oriented environment
• Proficient in MS Word, Outlook, and Excel
• Positive and customer-focused mindset

Preferred Skills/Experience

• 5 Years of Experience providing exceptional customer service in an operations environment, preferably within a financial institution
• 2 years of Experience providing feedback through coaching and/or training
• 2 years of Experience providing coaching and feedback in a quality role with the goal of improving overall customer experience while maintaining adherence to compliance and regulatory guidelines
• Strong understanding of general banking products (Deposit, Home Equity, Unsecured, Student, Credit Card, and Auto)

Education

• High School or Equivalent required
• Associate degree or Bachelor's degree in relevant field or equivalent work experience preferred

Hours & Work Schedule

• Hours per Week: 40 hours
• Work Schedule: Monday - Friday 8am-5pm

Position is Hybrid based in Johnston, RI

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

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, 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.