QA Specialist I at Resurgent Capital Services

Posted in Information Technology 4 days ago.

Type: Full-Time
Location: Greenville, South Carolina





Job Description:

Building Bridges, Moving Ahead
Work hard. Play hard. Breathe Easy. That’s a nutshell description of the professionals who thrive at Resurgent. Regardless of their position, our people are ambitious and entrepreneurial, attracted to the fresh point-of-view of an evolving, growing company. They are personable and patient, attracted to the collaborative nature of our company. And they are centered, understanding the balance needed to achieve success at work and harmony at home.

Summary:

This position monitors performance, processes, and policy adherence to recognize strengths, identify areas of opportunity, share best practices, and provide management with coaching tips for use in developing their teams. Basic knowledge of the primary industry regulatory laws - FDCPA, other states, and federal regulations.

Responsibilities:


  • Audit process adherence for the Customer Service Department across multiple business lines.


  • Provides adequate information and/or documentation that will support the decision(s)made on audits.


  • Meets quantitative production goals with a high percentage of accuracy and minimal errors.


  • Assist with identifying knowledge and process gaps to ensure first-rate Customer Service is provided.


  • Seek to improve overall customer experience.


  • Train all new hires on the Quality Definitions that form the basis for trending and scoring.


  • Review reports detailing settlements and payments received by the company to ensure accounts are properly statused.


  • Provide feedback to members of management.


  • Attend management calibration sessions.


  • Participate in special projects (analyzing accounts, obtaining judgment images, etc.)as needed by upper management or other departments.


  • Attend calibration sessions.


  • Recommend appropriate training to address negative trends and prevent exposures.


  • Identify potential process breakdowns or account anomalies and submit improvement proposals as needed.


Qualifications/Skills:


  • 2+ years of previous auditing experience preferred.


  • Detailed oriented, ability to review account information for accurate notation and coding.


  • Extensive Customer Service process knowledge.


  • Ability to identify process gaps and trends.


  • Excellent communication skills and ability to work with a diverse team.


  • Excellent listening skills and ability to offer unbiased written feedback.


  • Advanced computer skills and proficiency in Word, Excel, RAP.


  • Professionalism, dependability, integrity, and trustworthiness combined with a cooperative attitude.


  • A broad, generalized knowledge of the unsecured, post-charge-off collection process.


  • Company certified in compliance with the FDCPA.


  • Demonstrated excellent work ethic.


  • Flexibility concerning job functions and scheduling.


  • Ability to maintain confidential information.


  • Ability to work individually with minimal supervision.


Educational Requirements:


  • High school diploma or equivalent.


  • Associate or Bachelor’s degree (preferred but not required).


We would be honored if you applied to join our team! We are an equal opportunity employer,offering a fantastic work environment, challenging career opportunities and competitive compensation.





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