Bilingual SAM QA Specialist

First Tech Federal Credit Union is seeking a Bilingual Specialist (Spanish-speaking) for their SAM Quality Assurance team. The role involves performing, tracking, and reporting quality reviews of member phone interactions to ensure compliance with internal and external controls.

Responsibilities

• Conduct random call reviews to monitor member interactions
• Perform follow-up quality reviews to confirm that appropriate actions were taken on reported findings and that desired results were achieved by communicating with leadership
• Provide regular operational updates with identified priorities and recommended actions to department leadership including analysis of performance metrics
• With leadership guidance, maintain quality assurance processes in accordance with federal and state regulations, investor guidelines, and internal policies and procedures
• Proactively identify compliance improvement opportunities
• Perform research and training to maintain a strong knowledge of all policies, procedures and current regulations
• Lead monthly calibration sessions with leadership

Skills

• Bachelor's degree in Business Administration
• Minimum one year experience in a quality assurance role in the financial services industry
• Experience in process change and innovation
• Strong knowledge of state and federal laws and regulations
• Basic knowledge of collections principles and practices as well as CFPB and FNMA guidelines
• Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment
• Ability to anticipate needs and prioritize projects in a fast-paced environment with tight deadlines while producing high-quality work
• Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
• Proven ability to professionally handle sensitive documents
• Strong research, analytical, problem solving and critical thinking skills with an excellent attention to detail
• Basic knowledge of the financial industry operating areas including functions, products & services
• Intermediate knowledge of Microsoft Office Suite; advanced knowledge of Excel

Benefits

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Paid Time Off: You’ll accrue up to 15 vacation days in your first year.
• In addition, you’ll receive 40 hours of sick time and 3 personal days, which refresh annually
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

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