Member Service Center Quality Assurance Specialist
Company: AlaskaUSA Mortgage Company
Posted on: August 5, 2022
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
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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