Ralis

QC Analyst - Servicing

US-CA-Anaheim
ID
2017-1842
Category
Servicing
FLSA Status
NonExempt
Division
SERVICING [SERV]

Overview

LoanMe has an opportunity for a Quality Control Analyst to join our Servicing team in Anaheim, CA.  By conducting quality call audits on recorded calls, you will ensure associates are meeting federal regulations while effectively resolving delinquency and providing exceptional customer service.

 

LoanMe is a California based lender that originates and services unsecured installment loans to qualified borrowers. Our loans are typically used for one-time purchases or debt consolidation. When servicing the loans we focus on providing exceptional service to our customers while adhering to federal, state and local regulations.

Responsibilities

  • Monitor Outbound/Inbound calls from Collections and Customer Service departments
  • Review processes in various servicing departments for quality and compliance
  • Provide quality monitoring reports
  • Provide guidance and coaching for areas of opportunity within the origination and servicing departments
  • Partner with different departments to host call calibrations
  • Provide feedback to promote best practices, resolve delinquencies, and meet regulatory compliance

Requirements

Knowledge, Skills, and Abilities

  • Ability to read, interpret and apply federal, state and local regulations, and company policies and procedures
  • Ability to partner with internal customers to reach the common goal of resolving delinquency, providing exceptional customer service and maintaining compliance
  • Ability to adapt to change and work in a fast-paced environment
  • Perform other duties as assigned

Experience and Education

  • Minimum 3 years combined experience in Quality, Collections and Customer Service is preferred
  • Microsoft Access and Excel proficiency is a plus
  • Bi-lingual is a plus
  • Excellent oral and written communication skills
  • Ability to function independently and prioritize workload
  • Team oriented, effectively interact with peers, management and other internal customers
  • Must be able to maintain the End of Month Schedule which consists of up to three (3) consecutive days which occur on or around the last business day of the month.  Should the last day of the month fall on a weekend, the EOM schedule for the last day of the month falling on a Saturday or Sunday will be:  an eight (8) hour shift on the Friday before the last day of the month, this shift will have various start times beginning at 5:00 am Pacific time through 12:00 pm Pacific time, and an eight (8) hour shift on the Saturday on or before the last day of the month.  EOM occurring on the last business day of the month that does not fall on a weekend will require, at minimum, one eight (8) hour shift that will vary in start time between 5:00 am to 12:00 pm Pacific Time.  There may be other mandatory shifts scheduled as dictated by business need.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed