Quality Assurance Specialist

Company : Fedex Employee Credit Association

Overview:

Looking for a career in the financial industry? We are hiring immediately! Full-time with benefits!

FedEx Employees Credit Association (est. 1974) is a not-for-profit federal credit union which seeks to be the first-choice provider of financial solutions to FedEx employees, retirees, and their families, enabling our members to secure their financial future and realize their dreams.

FECA has a caring team of employees, deeply invested in the communities it serves. FECA offers competitive compensation and benefits (medical, dental, vision, life, AD&D, short-term disability, EAP, 401k with company match, profit-sharing, discounts on financial products and services, paid vacation and personal days, and paid time for volunteering) as well as extensive professional development opportunities including on-site educational and leadership development programs.

With over half a billion dollars in assets and more than 100,000 members, FECA has branches in Memphis, TN; Los Angeles, CA; Indianapolis, IN; Pittsburgh, PA; Harrison, AR; and Fort Worth, TX. FECA’s corporate offices are in Memphis, TN. For more information, visit (url removed).

Title: Quality Assurance Specialist

Department: Talent

Reports To: AVP Talent

Schedule: 8:30am – 5:30pm             

Location:  Nonconnah

FLSA Status: Non-Exempt

Internal Pay Grade: 9

Responsibilities:

1. Serve our members.
2. Perform objective calls and written communication evaluations. Identify trends or issues that impact member satisfaction and quality standards
3. Ensure that employees are using the correct tools, following company policies and procedures, providing accurate and objective evaluations, and performing ethically. To achieve objectives the job incumbent is required to perform the following:
4. Listen to recorded, written, and/or live interactions between credit association employees and members on a monthly basis.
5. Review and score the recorded, written, and/or live interactions.
6. Provide documentation and/or verbal feedback to respective Managers. Support and partner with managers and trainers in the coaching, evaluation, or on further research/clarification of issues for quality assurance. Facilitate and attend calibration sessions.
7. Ensures quality control within the organization complies with FECCA’s policies and procedures as well as State and Federal regulations.
8. Strategize process improvements that will help ensure sound department operation to maximize efficiency and member satisfaction.
9. Develop and maintain a thorough knowledge of FECCA’s products, services, policies, and procedures.
10. Monitor and comply with all established security, internal audit, and applicable government policies and regulations.
11. Must maintain strictly confidential information pertaining to the Credit Association, member, and employee business.
12. Maintains regulatory compliance including the Bank Secrecy Act.
13. Follows the CARE and QA Service Standards and maintains an excellent understanding of FECA products and services.
14. Participates in ongoing training for professional and personal development.
15. Maintains a positive, professional attitude and works well with a team.
16. Assist in any area as directed by the AVP Talent and perform other duties and responsibilities as assigned.

Qualifications:

1. Associate’s degree in related field or equivalent work experience, or an equivalent combination of education and experience.
2. Two years or more at a financial institution providing member service and support in a Member Service Center environment.
3. Knowledge of banking policies, procedures, and regulatory requirements, including the methods and principles of sound business practices.
4. Knowledge of intranet/internet, effective oral, written, and interpersonal skills required to provide feedback on Quality Assurance issues/concerns.
5. Exceptional listening and analytical skills.
6. Good analytical
7. Excellent customer service
8. Excellent written and verbal communication and basic math skills.
9. Must be accurate, organized, attentive to details, and manage time well.
10. Proficiency in Microsoft Office.

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