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Compliance Quality Analyst

2 months ago

West Palm Beach, Florida, United States My Bambu Full time
Job Overview

Salary: $50,000/year

About MyBambu:

MyBambu is an innovative fintech platform that provides a comprehensive mobile digital financial solution aimed at underserved, predominantly Hispanic communities. Our mission is to promote financial inclusion by offering accessible services such as checking accounts without credit checks, remittance services, bill payments, and mobile top-ups. In 2020, MyBambu was honored with the FIS Impact Award for its groundbreaking approach to financial accessibility and literacy, empowering users through a bilingual, user-friendly mobile interface designed to meet diverse needs.

MyBambu participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new hire's Form I-9 to confirm work authorization. For more information, please refer to the E-Verify Participation Poster or Right to Work Poster.

Your Role:

At MyBambu, your contributions can make a significant impact. We seek an individual who is enthusiastic about playing a vital role in the success of MyBambu on a large scale. This position requires a serious commitment to work while also embracing a positive and enjoyable work environment. We are looking for someone ready to elevate both MyBambu and their career.

This full-time, in-person position reports to the Compliance Management team, including the Chief Compliance Officer. The Quality Assurance Specialist (QA) will collaborate closely with upper management to oversee customer service performance. The primary responsibility of the Quality Assurance Specialist (QA) is to evaluate the quality of service provided by our compliance specialists who interact with existing and potential customers. This role involves monitoring inbound and outbound communications, case management, and email responses to assess associates' demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures. Additionally, this individual will assist in developing, creating, and implementing quality assurance processes and procedures for the call center, as well as recommending enhancements to training materials to improve the overall customer experience at MyBambu.

Key Responsibilities:

  • Design and participate in call monitoring formats, forms, and quality standards.
  • Conduct case management, call, and email monitoring, providing trend data to the site management team.
  • Utilize quality monitoring data management systems to compile and track performance at both team and individual levels.
  • Engage in customer and client listening programs to identify customer needs and expectations.
  • Deliver actionable data to various internal support groups as required.
  • Provide constructive feedback and coaching to compliance team members at all levels.
  • Perform additional duties as assigned.

Skills and Qualifications:

  • Excellent verbal and written communication and interpersonal skills.
  • Strong attention to detail, a solid work ethic, a good sense of humor, and enthusiasm for addressing complex challenges.
  • Ability to manage multiple projects simultaneously while effectively resolving competing priorities.
  • Outstanding customer service skills and a commitment to delivering exceptional customer care.
  • Self-motivated and proactive.
  • Exceptional listening and analytical abilities.
  • Strong time management skills.
  • Ability to interact effectively with individuals at all levels within and outside the company.
  • Capability to multitask and thrive in a fast-paced, team-oriented environment.
  • Adaptability to change and proficiency in setting and adjusting priorities as necessary.

Job Requirements:

  • Bilingual in Spanish and English.
  • Preferred experience in banking.
  • Minimum of two years of experience in a call center environment.
  • Excellent verbal, written, and interpersonal communication skills.
  • Proficiency in Salesforce and Excel.
  • Intermediate proficiency in Microsoft Office (Word, Excel).
  • Basic knowledge of workforce management tools.

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer with multiple monitors.
  • Ability to lift up to 15 pounds occasionally.

Benefits at MyBambu:

  • Comprehensive medical coverage.
  • 15 days of paid time off and 7 paid holidays.
  • A close-knit corporate culture.