Responsible for the quality control and review of all day-to-day processing for the department. Provides managers with timely feedback and statistical data. Identifies potential problem areas, process barriers, training issues and financial risks to the Company. Prepares written procedural documentation and conducts job-specific training for new hires in addition to training in specialized areas for current associates. Stays current with state and federal compliance and regulations. Serves as a resource to department associates. Works with more complex issues and provides specialized training for more complex transactions.

What you will do:

• Works in collaboration with Operations Managers, Team Leaders and Business Operations Analysts to minimize financial risk and negative customer impact.
• Provides knowledge and assistance with research for all internal, state and regulatory audits.
• Performs quality audits of a predetermined percentage of routine new business, and financial and non-financial transactions.
• Performs quality audits of a predetermined percentage of high-risk, manual processes to ensure that requests are being handled accurately and in a timely manner.
• Performs quality audits of check processing, and handles internal/external routing of processed checks.
• Performs quality audits of a predetermined percentage of periodic mailings.
• Monitors and reviews daily production reports, researching and identifying trending, and proactively developing and implementing resolutions.
• Compiles on a weekly basis an error report detailing the number of transactions processed and quality controlled and the number of errors found by processor.
• Provides management with monthly spreadsheet outlining results of department quality audits, indicating specific trends and feedback provided to associates.
• Completes constructive feedback peer-to-peer reviews to facilitate team and professional enhancement.
• Reviews and follows up on elevated complaints received by the department from multiple channels such as phone calls, written communication and producer feedback.
• Demonstrates expertise with all systems and is the first-line resource for associates.
• Prepares written correspondence to clients and brokers on an as-needed basis.
• Provides support for the implementation of new products and projects by testing changes to systems and processes.
• Researches, develops, writes and updates procedures relating to various functions of the department.
• Develops and presents job-specific training as management directs, applying appropriate adult-learning principles.
• Provides additional support for department processing as needed and other duties as assigned.
• Performs other duties as assigned.
• Complies with all policies and standards.

• High School Diploma 
• Some college work 
• Proven Operations experience in proactively identifying and quantifying potential problem areas and providing effective resolution, with strong product knowledge. Must be able to cite examples from work experience in identifying problems, implementing preventive measures and providing creative recommendations to resolve. 
• Demonstrated experience in completing multiple functions effectively and accurately while maintaining a professional demeanor under demanding business situations and strong attention to detail. Must be able to cite examples of organization and prioritization methods for assigned workload. 
• Demonstrated experience in working independent from direct supervision. Experience must include identifying problems, quantifying the problem and resolving the problems where independent decisions were made. 
• Proven experience working in a customer-oriented field and effectively articulating information to clients in an empathetic and understanding manner to resolve customer concerns/inquiries. 
• Proven experience adapting and demonstrating flexibility associated with changes in policies and procedures. 
• Must provide examples from work experience of maintaining a high degree of accuracy associated with high volumes of work and related input into PC applications. Requires the ability to frequently make repetitive motions of the wrists, hands, and/or fingers. 
• Proven experience with Microsoft Office products, including Outlook, Word and Excel. Proficiency in word processing and spreadsheets and working knowledge of databases. 
• Must be able to cite examples of self-motivation and experience working under limited supervision.
• Must be able to cite examples of identifying and resolving problems where independent decision-making and self-initiative were demonstrated.
• Possess and displays excellent verbal and written skills with the ability to successfully interpret and communicate business needs between internal and external customers in a clear and concise manner while following proper rules of punctuation, dictation and style.

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None