Equipment Finance Quality Specialist

This role is responsible for reviewing call monitors and/or contract files on a subset of Equipment Finance customers. Provides an independent review of calls and/or in-flight files and originated files for adherence to best practices and procedures.

Responsibilities:

• Complaints - Supports the first line complaints management program. Provides effective challenge to the business surrounding complaint management to ensure completeness, timeliness, and adherence to complaint standards. Serves as a liaison between the first line business, second line risk and Compliance officers. Recommends process improvements to enhance performance and mitigate potential risk.
• Analysis - Reviews tasks within the department for completeness, accuracy, and adherence to appropriate procedures or regulations. Sources and maintains internal control information, evaluating for risk or discrepancies. Assesses quality assurance and performance to provide management with key insight into Equipment Finance activities.
• Reporting - Identifies and communicates improvement opportunities through process analysis. Create reports on the effectiveness of the internal control system to mitigate potential risks.

Basic Qualifications:

Bachelor's Degree

-OR-

High School Diploma or GED and 4 years of experience in Operations

Additional Qualifications

• Ability to work independently and to multi-task
  Excellent customer service skills
• Advanced attention to detail
• Strong analytical and problem-solving skills
  Outstanding oral and written communications

Preferred Qualifications

• Experience with interpreting and management of standards and regulations
• Root cause analysis experience
  Proficiency in complaint management systems, such as Pega, Salesforce or CRM
• Quality Assurance experience
• Equipment Financing experience
• Banking and/or Large Financial Institution experience

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.