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Real Estate Quality Assurance Specialist

2 months ago

Pensacola, Florida, United States Navy Federal Credit Union Full time

Overview

The role serves as an internal advisor, delivering quality assurance and support for the Real Estate Lending (REL) team and its Supervisors. This position involves monitoring, documenting, and assessing interactions across various communication channels (such as phone calls, chat, and messaging) to evaluate service quality, including completeness, accuracy, compliance, and high-value interactions. The specialist will analyze monitoring outcomes and member experiences to provide insights aimed at streamlining operations, enhancing efficiency, and improving member satisfaction. Additionally, the role includes offering comprehensive organizational support and addressing inquiries from REL team members, Supervisors, and other internal stakeholders.

Key Responsibilities

  • Monitor, document, and assess interactions to ensure consistent service delivery and adherence to regulatory standards, while evaluating service quality.
  • Provide constructive feedback to team members and Supervisors using standardized evaluation tools.
  • Gather data from monitored interactions and member experiences to offer insights and recommendations to management and stakeholders.
  • Identify areas for improvement among team members and promptly recognize outstanding performance.
  • Detect issues and root causes affecting all aspects of service quality.
  • Report patterns of activity that may indicate potential fraud or abuse.
  • Identify and communicate training needs, procedural issues, and concerns regarding automated systems.
  • Analyze member activity patterns related to products and services.
  • Evaluate the impact of process changes on service quality.
  • Demonstrate a commitment to organizational success and satisfaction of members and internal customers.
  • Assess operational efficiency and effectiveness.
  • Engage in learning initiatives, projects, and experiments as required.
  • Contribute to the development of training programs by providing updates and input.
  • Ensure the implementation of new and improved processes.
  • Participate in the evaluation, implementation, and documentation of system updates.
  • Recommend enhancements to optimize operational processes and procedures.
  • Perform additional duties as assigned.

Qualifications

  • Demonstrated experience in roles with increasing responsibility and authority.
  • Background in customer service or a financial institution call center environment.
  • In-depth knowledge of Navy Federal systems, procedures, policies, and practices.
  • Thorough understanding of NCUA, CFPB, and federal regulations governing Real Estate Lending, including mortgage and equity loans.
  • Comprehensive knowledge of Navy Federal products, services, programs, policies, and procedures.
  • Proficiency in navigating multiple screens and applications on a PC and adapting to new technologies.
  • Ability to coach and provide feedback in a constructive manner.
  • Competence in performing basic mathematical calculations accurately.
  • Capability to work independently as well as collaboratively within a team.
  • Flexibility to adapt quickly to change.
  • Ability to support and mentor colleagues.
  • Strong analytical and problem-solving skills.
  • Effective organizational, planning, and time management abilities.
  • Excellent interpersonal, verbal, and written communication skills.
  • Active listening skills to accurately address inquiries and account requests.
  • Sound judgment and decision-making skills.
  • Proficient in word processing and spreadsheet applications.
  • Ability to interpret and apply relevant data, guidelines, and regulations.

Desired Qualifications

  • Experience in supervising staff.
  • Experience in training and developing staff.

About Us

Navy Federal Credit Union is dedicated to making a positive impact in the lives of military members and their families. We value diversity and are committed to creating an inclusive workplace. Our mission is to support our members while fostering a work environment that encourages personal and professional growth.