Quality Assurance Specialist - Chesapeake, VA-#2196

6/7/17

 

Chesapeake, VA-#2196

***Please click the link below to apply online***

https://workforcenow.adp.com/jobs/apply/posting.html?client=crescentb&jobId=55540&lang=en_US&source=CC3

 

SUMMARY: Responsible to monitor the collection staff to ensure quality customer service and compliance with applicable federal and state laws, company policies and procedures.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

  • Monitors inbound and outbound calls, completes review of all calls monitored and retains records of calls monitored.

 

 

  • Reports and communicates on staff professionalism observed during monitoring.

 

 

  • Monitors Right to Cure requests and send letters when required.

 

 

  • Communicates with customers concerning redemption requirements.

 

 

  • Monitors repossession activity with collections and vendors and to ensure compliance with company guidelines.

 

 

  • Reviews accounts to ensure repossession strategy complies with company procedures.

 

 

  • Reconciles repossession and remarketing invoices.

 

 

  • Other duties as assigned.

 

 

QUALIFICATION & SKILLS:

  • Must have experience in 1st party and 3rd party collections and/or collection quality assurance.

 

 

  • Outstanding interpersonal skills with the ability to maintain confidentiality.

 

 

  • Excellent listening skills and ability to retain information.

 

 

  • Proven excellence in written and oral communications.

 

 

  • Comprehensive knowledge of Microsoft Office Suite, specifically Microsoft Word and Excel.

 

 

  • Good time management and organizational skills.

 

 

  • Must be able to work independently; under pressure and meet deadlines.

 

 

  • Must be detail oriented.

 

 

***Bilingual Spanish Speaker preferred***

 

EDUCATION AND WORK EXPERIENCE: High school diploma or general education degree (GED). One to two years collections experience.

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