Description

The Consumer QA QC Fraud & Claims Sr Specialist will be part of the Colleague Coaching and Development (CCAD) team and will be responsible for quality assurance oversight for the Fraud & Claims phone colleagues. The QA QC Sr specialist will be responsible for driving a differentiated customer experience ensuring colleagues are maintaining operational and regulatory compliance. The Consumer QA QC Sr specialist is expected to monitor phone calls, to provide performance feedback and coaching opportunities identified via performance scorecards and manager/colleague calibrations.

Primary responsibilities include

Review and monitor colleague phone calls to ensure agents are adhering to existing Citizen’s policies and procedures and regulatory guidelines.Escalate violations identified during call monitoring to ensure appropriate and efficient coaching and corrective action may be implemented by business lines.Identify and mitigate any risk potentials associated with call monitoring and daily processes.Aid in building and maintaining meaningful partnerships with the business line colleagues and managers.Facilitate and attend call calibration sessions with business lines/agencies to discuss ensure calibration, provide observations and opportunities for improvements through subject matter expertise.Assist with structure and maintenance of team including training of new team members and providing support where needed.Proactively identify opportunities for change that add value to the achievement of business objectives and enhance the customer experience. Demonstrate flexibility to change initiatives, process/procedure implementations for the team and the business lines being reviewed.Understand and comply with regulatory requirements that impact your work including state and federal laws. Understand the importance of risk management and how it impacts your daily responsibilities. Complete required Regulatory and HR compliance training each quarter by established deadlines. Escalate risk issues to management immediately.Identify opportunities to continuously improve the customer experience and/or internal processes for efficiency and risk mitigation. Bring these ideas to management and assist in driving these to completion when asked to do so.

Qualifications, Education, Certifications and/or Other Professional Credentials

Required Skills/Experience:

Highly organized and strong attention to detailExceptional written and verbal communication skillsSelf-directed with excellent time management and prioritization skills3-5 years’ experience working in an operations environment Possess and apply strong analytical and effective listening skillsAbility to work under pressure with efficiency and accuracyAbility to plan and prioritize workloadRequires ability to provide backup support in all aspects to staffAbility to multi-task and function efficiently in high volume, fast paced, deadline-oriented environmentProficient in MS Word, Outlook, and ExcelPositive and customer-focused mindset, adaptable to change 

Preferred Skills/Experience:

5 Years of Experience providing exceptional customer service in a call center environment, preferably within a financial institution 2 years of Experience providing feedback through coaching and/or training2 years of Experience providing coaching and feedback in a Quality Assurance role with the goal of improving overall customer experience while maintaining adherence to compliance and regulatory guidelines2 Years of experience in Collections2 Years of experience in Fraud Operations and/or ServicingMainframe experience: KO/RMS/ALS/IMPACS/TSYSFraud Operations Systems: Verint, CSS, DCM, STAR Station, WRaap, Mastercard, FICO Falcon

Educational, Certifications and/or Other Professional Credentials: 

Associate or Bachelor's degree in relevant field or equivalent work experience required

Hours & Work Schedule

Hours per Week: 40Work Schedule: Monday-Friday 8-5Location: Johnston, Rhode Island (Hybrid 3 days in office; subject to change)

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.