Consumer QA QC Sr Specialist
📋 Role Overview & Responsibilities
Description
As the Consumer QA QC Sr. Specialist you will work to understand, monitor and process requests that relate to high risk or complex processes. You will work within established procedures with a moderate degree of supervision. Your goal is to prevent risk to Citizens or our customers by handling these requests timely, diligently and completely to ensure that you identify any errors that occurred in the process and ensure a positive customer experience. You will monitor and record results from processes and procedures within Citizens' Consumer sector to ensure that feedback can be given on any errors that are identified. As a senior member of the team you are also expected to provide suggestions for continuous improvement within your process that lead to efficiencies and/or further reduce risk.
Primary Responsibilities Include
Primary focus is on execution within defined processing parameters with some expansion based on developing capabilities and or experiences. QA/QC tasks are expected to be completed timely, accurately with focus on attention to detail. Ensure procedures and SOPs are adhered to when performing your work, as measured through quality checks by management/team leader.Focus is on doing the right thing and working together. Respond to internal/external customer inquiries within 24 hours. Ensure that any and all errors identified within your processes are formally recorded so that coaching and feedback can be given to processors and future risk can be mitigated.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
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Hours & Work Schedule
Hours per Week: 40Work Schedule: M-F 8:00am- 5:00pm; 1st shift
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
At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.
Equal Employment and Opportunity Employer
Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth
Posting End Date: 04/29/2024
Frequently Asked Questions
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Is this position eligible for remote work or visa sponsorship? ▼
This position is located in Glen Allen, VA with potential relocation and sponsorship assistance depending on candidate qualifications.
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