First Tech Federal Credit Union is seeking a Bilingual Specialist (Spanish-speaking) for their SAM Quality Assurance team. The role involves performing quality reviews of member phone interactions and ensuring 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 Collections 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 Collections 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)
Company Overview
- First Tech Federal Credit Union is an Oregon-based investment bank that focuses on technology-driven companies. It was founded in 1952, and is headquartered in Beaverton, Oregon, USA, with a workforce of 1001-5000 employees. Its website is https://www.firsttechfed.com/.