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Customer Advocacy QA Analyst Senior The candidate will be responsible for performing Quality Assurance (QA) reviews of complaint cases in the system of record within established timeframes; reviews for accuracy of information documented, adequacy of resolution, completeness of case documentation, including categorization, notations and attachments, compliance with relative policy/procedures and regulatory requirements and timeliness of service levels and regulatory response requirements. Completes reviews of outgoing correspondence to resolve complaints which includes review for grammar, formatting, accuracy, completeness, appropriate tone/brand. Analyzes, communicates and advises with appropriate personnel/management to update/correct documentation deficiencies to ensure corrective action in response to QA findings is sufficient for QA approval. Recommends changes to processes to ensure future compliance. Will be responsible to manually review certain complaints in order to identify and categorize potential regulatory risks including allegations of Unfair, Deceptive and Abusive Acts and Practices, Discrimination/Fair Lending, Mistreatment of Vulnerable Classes, and others. May mentor team members and assist with complaint data analysis. Must have Bachelors degree or equivalent 5-7 years of related experience. Should have 3+ years of experience working with financial regulations; strong understanding of financial regulations specifically those related to UDAAP, Fair Lending, ADA, and SCRA; previous experience with reviewing and approving information being provided to financial regulators and/or performing related quality assurance reviews, testing, or auditing of complaint data and/or financial regulation. Banking industry complaint management quality assurance review experience preferred. Paralegal background desired.
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