Compliance Quality Analyst

2 weeks 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 dedicated to providing a comprehensive mobile financial solution aimed at underserved communities, particularly within Hispanic populations. Our mission is to promote financial inclusion by offering accessible services such as checking accounts without credit checks, remittance options, bill payments, and mobile top-ups. Honored with the FIS Impact Award for innovation in 2020, MyBambu is committed to dismantling barriers to financial access and education, empowering users through a bilingual, user-friendly mobile interface 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.

Your Role:

At MyBambu, the impact you can make is significant. We seek an individual who is enthusiastic about contributing to the success of MyBambu on a large scale. This role requires a serious approach to work while also embracing a fun and engaging environment. We are looking for someone ready to elevate both MyBambu and their professional journey.

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 assess customer service performance. The QA Specialist is responsible for evaluating the quality of interactions conducted by our compliance specialists 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 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 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 tackling 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 effectively interact with individuals at all levels within and outside the organization.
  • Capability to multitask and thrive in a fast-paced, team-oriented environment.
  • Adaptability to change and the ability 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.
  • Exceptional 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.

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