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Default Services Quality Assurance Coordinator

Company Name:
Associated Bank-Corp
Title: Default Services Quality Assurance Coordinator
Location: Wisconsin-Stevens Point
Other Locations:
The employment policy of Associated Banc-Corp, and its subsidiaries and affiliates ("Associated") provides equal opportunity to all persons. We support a diverse and inclusive work environment where colleagues are respected, treated fairly, and given equal opportunities to perform to their fullest potential. We believe it is only with a diverse and inclusive workplace that the organization can truly perform at its best, carry out its vision, and make a difference for the communities we serve.
JOB SUMMARY
Under limited supervision, provide job-specific quality assurance to new and existing Default Services colleagues (Collections, Deficiency collections, Loss mitigation, Foreclosure, Bankruptcy, Claims, and Reo) and management. Review files and monitor calls for all areas to ensure that policy and procedures are being followed and meet all investor, regulatory, state and federal guidelines. Conduct monthly reviews to check fee assessment, internal and investor timelines and other "check points" as determined and assigned. Additional programs include, but are not limited to our Quality Monitoring program, call evaluation feedback / coaching sessions, monthly calibration sessions across sites, administration, colleague complaints, customer survey feedback, and customer compliments. Judgment and analytical skills are critical.
As a valued colleague of Associated Bank you play a critical role in delivering an exceptional customer experience during every interaction. Expectations for this position require the ongoing focus on building solid and long lasting relationships by engaging all customers in a positive manner. Colleagues should provide customers a positive experience that includes undivided attention, straightforward and knowledgeable service and insure that the customer's best interests are our number one priority. Consistency around customer experience guidelines is key and expected from all of our colleagues. Our goal is to simplify the customer experience and deliver outstanding service to every customer, every time.
KEY RESULT AREAS
o Quality Assurance
o Leadership
o Systems and Process Improvements
o Risk Management
o Research
o Documentation
o Processing
o Affiliate Relations
o Compliance
o Customer Focus and retention
o Verbal Communication Skills
o Written Communication Skills
o Analytical Skills
o Decision Making
o Critical thinking
o Problem Solving
JOB ACCOUNTABILITIES
1. Monitor and evaluate calls for quality assurance and compliance through established quality assurance programs. Track and analyze results for agent performance scorecards. Develop and maintain data base of individual tests and all results. Proactively communicate any customer issues or trends to the Quality Assurance Manager/Supervisor.
2. Monitor and evaluate files for quality assurance and compliance through established quality assurance programs. Track and analyze results for agent performance scorecards. Develop and maintain data base of individual tests and all results. Proactively communicate any customer issues or trends to the Quality Assurance Manager/Supervisor.
3. Thoroughly evaluate and audit by analyzing individual judgment details, timelines, fees assessed, financial statements including a detailed list of monthly bills, taxes/pay stubs, retirement accounts, checking and savings account statements, credit bureaus, valuations, title policies and hardship letters to ensure that all required documentation has been collected, analyzed and processed by the coordinator according to policy. Convey feedback to the Quality Assurance Manager/Supervisor.
4. Ensure that the workout, the fee assessed, waived and/or overall decision made is the best option for the customer and the Bank, limits current loss and future non-accrual and charge off for Associated Bank.
5. Analyzes collateral as a source of repayment and uses knowledge of various collateral types to assess loss potential and establishes repossession, liquidation/foreclosure techniques on problem loans.
6. Possess basic knowledge in all foreclosure documents, understanding, analyzing and calculating self-employed borrower's tax returns and profit and loss statements.
7. Research We Care Complaint referrals, follow up with colleagues to obtain accurate details of account status, if necessary contact the customer and recommend a response to Customer Care, Legal and Management.
8. Maintain proficiency on core computer systems, department data base, Investor reporting systems and Government reporting systems including documentation updates, reviewing new enhancements and recommending implementation of system problem solving.
9. Be an advocate for the customer by understanding and taking in to account the value of the customer's entire relationship with us.
JOB SPECIFICATIONS
Minimum Education High School Diploma
Preferred Education Technical Diploma or Associate's Degree
Minimum Experience 3 - 5 years in banking, customer service, financial or sales experience. Must have exceptional organizational and communication skills and be able to handle pressure situations.
Preferred Experience 5 - 7 years working in a financial call center in Default / Collections or Customer Experience; strong customer advocacy skills
Special Skill Requirements - Computer Skills/Licensing/Certifications/Bonding
Excellent oral and written communication skills, -Ability to maintain confidentiality of employee, customer and corporate information. People development and coaching skills. Use of basic office equipment (e.g., photocopier, voice mail, "fax" machine, calculator, multiple line telephone, typewriter, PC, basic software packages, ect.).
Other Duties and Responsibilities
Performs other duties as assigned.
Job Requirements
Adherence to Company policy and procedures is required.
Perform duties in accordance with the Vision & Values of Associated Banc-Corp.
Regular attendance is required.
Basic math and reading skills, and attention to detail.
Use of basic office equipment (e.g., photocopier, voice mail, "fax" machine, calculator, multiple line telephones, typewriter, computers etc.).
Represent the organization in a professional and positive manner.
Travel Required Occasionally
Mortgage

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