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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 designed to provide a comprehensive mobile financial solution for underserved communities, particularly within Hispanic populations. Our mission focuses on enhancing financial inclusion by offering accessible services such as checking accounts without credit checks, remittance options, bill payments, and mobile top-ups. In 2020, MyBambu was honored with the FIS Impact Award for its groundbreaking approach to financial access and literacy, striving to empower users through a bilingual, intuitive mobile experience tailored to diverse needs.

MyBambu is an E-Verify participant 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, the influence you can exert is significant. We seek an individual who is enthusiastic about playing a crucial role in the success of MyBambu on a grand scale. We value professionalism but also appreciate a sense of enjoyment in the workplace. This position is a full-time, in-person role reporting to the Compliance Management team, including the Chief Compliance Officer.

The Quality Assurance Specialist (QA) will collaborate closely with senior management to oversee customer service performance. This role entails evaluating the quality of interactions handled by our compliance specialists who engage with both existing and prospective customers. The Quality Assurance Specialist (QA) will monitor 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 contribute to the development, creation, and implementation of quality processes and procedures for the call center, as well as recommend enhancements to training materials to improve the overall customer experience at MyBambu.

Key Responsibilities:

  • Design and participate in the development of 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 feedback and coaching to compliance team members across 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.
  • Able to effectively interact with individuals at all levels within and outside the company.
  • Capability to multitask and thrive in a fast-paced, team-oriented environment.
  • Adaptable to change and able to set and adjust priorities as necessary.

Job Requirements:

  • Bilingual in Spanish and English.
  • Preferred experience in banking.
  • Minimum of two years 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 supportive, family-oriented corporate culture.