Customer Service Specialist handling inbound and outbound mortgage loan inquiries in a hybrid role. Delivering exceptional customer service and resolving borrower issues efficiently.
KU
Hybrid Quality & Customer Experience Support Lead – Regulatory Compliance
Posted last week
About the role
- Quality & Customer Experience Support Lead focused on quality and improvement in Risk Operations. Managing training, performance evaluation, and fostering quality culture in the team.
Responsibilities
- Develop effective training programs
- Conduct regular evaluations of Quality Analysts
- Monitor and report monthly team performance
- Analyze quality findings and prepare detailed reports
- Manage key relationships with Client Facing Teams
- Oversee and coordinate daily operations
- Deputise for Senior Manager in quality meetings
- Stay informed about industry trends
Requirements
- Experience of working in quality control and assurance
- Subject matter expertise in AML/KYC policies and procedures
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to thrive in a fast-paced, customer-centric environment
- Strong proficiency in Microsoft Office Suite
- Commitment to continuous learning and professional development
Benefits
- Hybrid working (2 days in the office)
- Professional development opportunities
- Support and development for team members
- Coaching junior staff
- Foster a culture of quality and continuous improvement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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