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Customer Care Quality Evaluator

2 months ago

Addison, United States Stellantis Financial Services US Full time
Job DescriptionJob Description

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.
Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to a midsize company in just a few years. Join our world-class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

Responsible for monitoring and evaluating the quality of inbound and/or outbound calls and other communication channels (e.g. email, chat) for accuracy and adherence to established quality standards. Analyzes quality trends for each Customer Care Representative and works closely with the Performance Coach and Leadership on performance improvement strategies.

Essential Job Duties and Responsibilities:

  • Monitors and evaluates sampling of calls and other communication channels for each Customer Care agent to ensure agents are providing accurate information, providing a positive experience for customers and complying with company/federal/regulatory policies.
  • Provides results to Performance Coach and Team Managers for weekly coaching sessions with Customer Care agents.
  • Reports overall results of quality score achievements to management with recommendations on how to improve overall quality.
  • Participates in calibration sessions with management, Quality Control, and Compliance groups.
  • Responds to quality audits performed by Quality Control and Compliance.
  • Maintains strong program knowledge of SFS/FIFS organization and procedures.
  • Helps meet departmental quality and productivity requestions (e.g. number of calls monitored per month)
  • Other duties may be assigned.

Qualifications and Competencies Required:

Experience

  • 2 years of customer service experience within a loan servicing environment, or in quality monitoring.

Education

  • High school diploma, GED or equivalent

Skills

  • Excellent verbal/written communication skills
  • Excellent interpersonal and customer service skills
  • Excellent organizational skills and attention to detail
  • Excellent time management skills with an ability to meet deadlines and prioritize tasks
  • Strong analytical and problem-solving capabilities
  • Ability to function well in a high-paced and at times stressful environment.
  • Proficient with Microsoft Office Suite, specifically Word, Excel and PowerPoint.
  • Must live within a commutable distance of Dallas, TX and be able to commute into the office every Tuesday and Wednesday.

Qualifications Preferred:

  • Bilingual: English and Spanish
    Knowledge of federal regulatory guidelines (ECOA, Fair Lending, CRA, FCRA, etc.)
  • Ability to write routine reports and correspondence
  • Ability to derive conclusions and make recommendations beyond the scope of written policies or standard guidelines
  • Ability to interface work autonomously and handle multiple projects simultaneously
  • Bilingual in Spanish, with the ability to speak proficiently

Physical Requirements:

Sitting for long periods of time, standing, walking, close vision for computer work, speaking, hearing, lift and/or move up to 10 lbs. Reasonable accommodation will be reviewed upon request. Reasonable accommodations will be reviewed upon request.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

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