QA Specialist

Welcome to ACI, Your Employer of Choice Since 1989!

American Coradius International LLC (ACI) is a local, long standing, full service financial services company looking to add energetic, initiative-taking, Account Resolution Specialists to our team. We offer a competitive salary and excellent comprehensive benefits.
We work with some of the nation’s largest banking clients as an extension of their customer service department. We help their customers who have fallen into a delinquent status resolve these financial issues.

ONSITE ROLE - 100% in Office (Monday - Friday)

POSITION SUMMARY:

The Compliance Specialist will conduct internal audits through call listening and scoring, audit complaints to identify risks to the company and analyze correspondence from customers and clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Monitor collection calls for compliance with federal and state laws and provide feedback to operations and training departments to improve Account Resolution Specialist (ARS) compliance.
• Provide feedback to operations and training departments to improve ARS call quality, productivity, customer service, and compliance with client and company standards.
• Assist in the Progressive Compliance Disciplinary/Coaching Process
• Initiate corrective and disciplinary actions when necessary to curtail ARS violations of federal and state laws that may be detected during call monitoring and log such violations.
• Create ROC/Written Warning Forms for administration by the management team in response to identified coaching opportunities and compliance violations.
• Participate in client call calibrations.
• Maintain a current working knowledge of relevant laws, regulations, and trends in the collection industry
• Investigate complaints and conduct internal investigations and audits on compliance-related issues. Identify, assess, and give feedback regarding the complaint. Identify risk and resolve compliance issues.
• Prepare and submit compliance reports. Maintain records of compliance activities. Review and update standard operating procedures.
• Ensure proper utilization of tools and workstations regarding the corporate Security and Privacy policy. Safeguard confidential information and data; report any risks which violate security through proper procedures.
• Comply with company policies and procedures (to include all IT required security and privacy policies and procedures), client standards and all applicable federal, state and regulatory laws
• Perform other duties as assigned.

SKILL REQUIREMENTS:

• Excellent Written and Verbal Communication skills Process improvement
• Attention to detail
• Quality and task focus
• Cognitive thinking/Problem solving
• Following direction
• Ability to work independently with limited direction
• Team player
• Conflict resolution
• Ability to work under pressure and multi-task

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent (College Degree or equivalent experience preferred)
• At least 1-year previous Compliance experience in a Collection or Banking environment (preferred)
• Thorough knowledge of federal, state, and local laws, regulations and rules governing collections
• High degree of organizational skills required
• Detail oriented individual with demonstrated high level of initiative and proven ability to work independently required
• Ability to work as a team player while maintaining objectivity and impartiality from other departments
• Proficient computer skills using Microsoft Word, Excel, and PowerPoint
• Must pass client clearance requirements, up to and including background checks and drug tests
• Ability to meet scheduling requirements: Full time, 40 hour per week position

Disclaimer: The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken. Duties may vary from time to time and this description is subject to review. Modifications will be made as needed to support changes in the business climate and requirements.

ACI is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $16.00-$19.00 hourly. The actual pay offered to a successful candidate will consider a wide range of factors, including but not limited to knowledge, skills, experience, and other variable factors.

ACI is an Equal Opportunity Employer.