ORS Partners

  • Banking Quality Assurance Specialist

    Job Locations US-CT-New Haven
    Posted Date 3 weeks ago(8/5/2019 10:03 AM)
    Client & Job Location : Address
    115 Munson St
    Client & Job Location : Postal Code
    06511
    Job ID
    2019-6663
    # of Openings
    1
    Category
    Banking
    Type
    Regular Full-Time
  • Overview

    BankMobile, a division of Customers Bank, has an incredible opportunity for a passionate, tech savvy and customer focused individual to support the promotion of BankMobile while also supporting our mission and strategy. The successful candidate will possess a passion for delivering a level of service that is world class; so superior that customers will routinely refer BankMobile to their friends and family members.

     

    Our team members wear many different hats in a single day! They sell BankMobile products and services to new and existing customers; they partner with current customers to answer their banking questions; and they provide mobile app technical support to assist customers, all with a smile!  They are constantly striving to find ways to do the following for our clients:  Make Them More Money, Save Them Money, Protect Their Money, Save Them Time & Loan Them Money.

     

    In this role you will be responsible for monitoring our customer care representatives to review and ensure call quality.  The ideal candidate will be able to identify weaknesses and create coachable opportunities for continued improvement. 

    Responsibilities

    • Monitor Employee and/or vendor performance to ensure compliance with department and/or company standards
    • May identify opportunities for process improvements to advance service quality and/or streamline functions
    • Maintain a working knowledge of company and/or department systems, assist with system implementation/conversion as needed
    • Coordinate quality control and/or compliance activities
    • Contribute to a positive, ethical and respectful working environment and communicate openly with others
    • Participate in calibration meetings with key stakeholders to develop excellence in Quality Assurance evaluation assessments across the enterprise including consumer complaints.
    • Maintain up to date knowledge of BankMobile products and processes.
    • Model company culture internally and externally
    • Participate in meetings and coaching sessions
    • Provide support to department leadership in performing trends, analysis, information gathering, performance feedback and related activities
    • Use creativity to continuously improve the program to enhance engagement and success
    • Possess an entrepreneurial outlook; always looking to grow and improve the program
    • Participate in special projects and perform additional duties as assigned

    Qualifications

    • Associate’s degree and/or Bachelor’s degree
    • 2-4 years call center experience
    • Must have excellent written and verbal communication skills
    • Strong time management and organizational skills
    • Must be able to work flexible hours, including possible evenings and weekends
    • Problem solving skills
    • Solid interpersonal skills
    • Ability to work as an active participant in a team as well as independently
    • Ability to work in a unpredictable and fast pace environment
    • Detail oriented
    • Passion and excitement to work at a firm that is disrupting the financial services space

    Preferred Experience/ Qualifications:

    • Experience in a banking center
    • Experience working with remote/offshore team
    • Ability to develop detailed excel worksheets
    • Coaching or training experience

    About BankMobile:

    Established in 2015, BankMobile is a division of Customers Bank and America’s largest and fastest growing mobile-first bank offering checking and savings accounts. BankMobile provides an alternative banking experience to the traditional model and is focused on technology, innovation, easy-to-use products and education with the mission of being “customer-obsessed” and creating “customers for life.” The disruptive, multi-partner distribution model, known as “Bank-as-a-Service,” created by the executive team enables BankMobile to acquire customers at higher volumes and substantially lower expense than traditional banks. Its low-cost operating model enables it to provide low-cost banking services to low/middle-income Americans who have been left behind by the high-fee model of “traditional” banks. Today, BankMobile provides its “Bank-as-a-Service” platform to colleges and universities and currently serves nearly two million account-holders at 800 campuses (covering one out of every three students in the U.S.). BankMobile is operating as the digital banking division of Customers Bank, which is a Federal Reserve-regulated and FDIC-insured commercial bank. For more information, please visit www.bankmobile.com. BankMobile, a division of Customers Bank, will provide consideration for employment to qualified applicants without regard to their race, color, religion, national origin, sex, protected veteran status or disability. BankMobile, a division of Customers Bank. Member FDIC - Equal Housing Lender - All Rights Reserved

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