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Member Service Center Quality Assurance Specialist

Company: AlaskaUSA Mortgage Company
Location: Glendale
Posted on: August 5, 2022

Job Description:


Reports to: Varies by location

Functions Supervised: Member Service Center Quality Assurance

Primary Functions: Perform quality control reviews of Member Service Center telephonic and electronic interactions through the documented call monitoring process with an emphasis on service delivery and first call resolution. Schedule and present call monitoring results to MSC staff assigned to the various workgroups and queues.

Duties and Responsibilities:

Maintain knowledge of credit union services, pricing, related policies and procedures and member services functions. Responsible for ensuring the delivery of prompt, professional, helpful, knowledgeable and courteous member service in all call queues and through electronic service delivery. Monitor Member Service Survey and Internal Service Survey scores to recognize successes and deficiencies in operational processes and external/internal member experiences; collaborate with the leadership team and trainers to expand upon successes and to improve areas of opportunity. Coach, lead and motivate MSC employees; promote participation in recommendation of products and services. Meet with employees regularly to establish and reinforce department and organizational goals. Responsible for the regular review and tracking of member calls for purposes of validating complaint escalations, as needed. Understand, facilitate, and support the credit union's Complaint Management Program as it may be applied to member interactions within the MSC. Act as liaison between MSC and the Enterprise Compliance team on member complaints received through the MSC and complaint trends throughout the credit union. Stay abreast of and recommend industry technology and processes to improve member experience and achievement of improved KPI's and metrics. Ensure compliance with credit union marketing, image and service delivery goals within area of responsibility. Responsible for the review of the quality and accuracy of fulfilling member requests. Work closely with the MSC management to continually enhance and develop the knowledge of the MSC specialists. Assist in developing additional training programs with the MSC Training Officers. Recommend updates to the established training programs within MSC as patterns/trends of training opportunities are identified. Provide support to staff by training and developing; coach, lead and motivate specialists. Perform other duties as assigned.


Education: High school graduate or equivalent.

Creditable Experience in Lieu of Education: Not Applicable

Experience/Skills: Strong communications and personnel management skills required. Capable of working independently and exercising sound judgment as related to primary functions. Requires strong interpersonal skills and leadership abilities. Directly related work experience and/or accelerated training completion may be substituted for tenure.

Tenure: Not Applicable.

Equal Opportunity Employer

Keywords: AlaskaUSA Mortgage Company, Glendale , Member Service Center Quality Assurance Specialist, Other , Glendale, Arizona

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