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Consumer Quality Control Team Lead

2 months ago

Wilmington, United States Wilmington Savings Fund Society Full time

Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose.

The Quality Control Team Lead will be responsible for the development, coaching and management of Associates that are directly involved with the Quality Control Reviews and Processes for the Retail Loan Servicing Department. The incumbent will perform the daily duties of the Quality Control Specialist, including second tier review of Quality Control Teams’ noted findings.

Job Responsibilities:

  • Help mentor and coach a group of Quality Control Associates, who will be responsible for the day-to-day operations of the Quality Control Reviews. 
  • Second Tier Review of Quality Control Associates findings and maintenance.
  • Review of Team’s output of work to ensure Quality Control is maintained and reviews are being completed timely.
  • Side by side training and coaching.
  • Working with Management to ensure system and product changes are implemented correctly to QC workflows and Loan Core System.
  • Communication with team members across Retail Loan Servicing of updates, findings, and product/document changes.
  • Customer Service for Internal and External Customers via Department Hotline, various email mailboxes, and workflow systems.

Minimum Requirements:

  • Must have 3 years of mentoring/management in a Banking institution.
  • Must have worked for 3 years in the Quality Control Specialist role and mastered the ability to work all lending products, as it pertains to Quality Control Review.
  • Prior Customer Service experience, including verbal and written communications.
  • High School diploma or equivalent is required.
  • Must demonstrate great attention to detail, and the ability to manage all deadlines and priorities effectively.
  • Must have in depth knowledge of Banking procedures, polices, regulations and Banking systems hardware and software.
  • Thorough and demonstrated understanding of Retail Lending Banking regulations including but not limited to Truth in Lending (Reg Z), National Flood Insurance requirements (NFIP), Biggert/Waters Act, RESPA, Fair Lending, Fair Credit Reporting Act and BSA as it relates to the Retail Lending Function
  • Proficiency in Microsoft Office products, including Word, Excel and Power Point
  • Must be able to multi-task and prioritize. 
  • Must have strong verbal and written Communications skills.
  • Must have the ability to work independently without close direct supervision.

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at careers@wsfsbank.com.

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.