Trainer - Collections and Quality Assurance Specialist

5 days ago


Morrisville, North Carolina, United States First Citizens Bank Full time

Job Summary:

This position provides quality call monitoring and new hire training for the Collections & Loss Mitigation business units of First Citizens Bank to reduce risk and enhance the client experience.

Key Responsibilities:

  • Quality Assurance: Monitors calls to ensure service standards, overall call quality, and alignment to policy and regulatory guidelines.
  • Coaching & Training: Provides feedback to collection associates and collaborates with managers on observed strengths and improvement opportunities.
  • Business Support: Works closely with all levels of collection management to address concerns and inefficiencies.
  • Client Service: Strengthens client service capabilities through ongoing monitoring of the client experience and training of associates.

Requirements:

  • High School Diploma or GED and 3 years of experience in Collections, Customer Service, Call Center, Quality Control, or Financial Services including Quality Assurance.
  • Preferred Education: College graduate with 1 year in Financial Services, Quality, or training role.
  • Must have knowledge of applicable regulations pertaining to the collections and loss mitigation of distressed credits.


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