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Quality Assurance Specialist II

Company: Lendmark Financial Services LLC
Location: Gilbert
Posted on: September 21, 2022

Job Description:

At Lendmark Financial Services, we believe the success of our company is specifically attributable to the quality of our employees and their commitment to our customers. We value each customer and understand that people want to do business with people who care. That's one way we differ from our competitors. We are proud of what we as a team have accomplished. We will always strive for improvement, our motto since day one has been "Success is the only option."Lendmark Financial Services offers a comprehensive benefits package for employees and dependents that includes medical, dental, vision benefits, paid time off, paid holidays, 401(k), life insurance, long-term disability, tuition assistance and an employee assistance program. We also offer optional benefits such as critical care, auto, home and pet insurance as well as other ancillary insurance options.GENERAL SUMMARY:The Quality Assurance Specialist II will provide monitoring and guidance to ensure agents comply with state and federal laws and regulations. This requires extensive research of laws and regulations and effective communication and feedback with management. The Quality Assurance Specialist II will work closely with the QA manager to assist in the continued development and implementation of inspection activities that measures our most critical functions in Central Operations.MAJOR DUTIES/RESPONSIBILITIES:Monitors and scores recorded calls to enhance employee performance providing results to leadership for feedback to department specialistsCompletes assigned month, quarterly and semi-annual control testing- control tests are highly detailed designs templates, containing multiple steps that test identified risksMaintains and distributes monthly reports and tracks quality of resultsEnsures department specialists are following company policy and state/federal guidelines through call monitoring and control testingWorks on a variety of assigned projects. Responsible for monthly account reviews for quality utilizing the company's loan servicing system. Manages multiple projects effectively and efficientlyCoordinates and facilitates call and account review calibration meetings with employees and managementAnalyzes performance metrics and determines how to best recognize problems and improve effectivenessProvides feedback to the leadership team on areas of improvement and areas of excellenceManages Company risk relative to positionOther duties and projects as assignedBASIC REQUIREMENTS:2 - 5 years financial industry experience or related industry experienceDetail-oriented and proficient in documentation of work performedAbility to communicate effectively with management and staffStrong verbal and written communication skillsStrong analytical skillsMust have adequate knowledge in the use of MS Office Software- MS Excel proficiency preferredAbility and willingness to work with othersPREFERRED QUALIFICATIONS:Ability to work with minimal supervisionFamiliarity with various industry regulations, applicable state laws, and internal control conceptsStrong knowledge in FDCPA and state guidelinesWORKING CONDITIONS:Primarily located in office environmentIf you are interested in a fast paced, high growth, team oriented and great culture environment, you'll enjoy a career with us!

Keywords: Lendmark Financial Services LLC, Gilbert , Quality Assurance Specialist II, Other , Gilbert, Arizona

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