General Information
Job Title:
Customer Experience Analyst
Location:
5th Ave
Bonifacio Global City
Taguig City, 1634
Philippines
Employee Type:
Full Time
Required Degree:
2 Year Degree
Manage Others:
No
A. DUTIES AND RESPONSIBILITIES
Keep current and ensure that CBE maintains compliance with all applicable local, state and federal laws, rules and regulations. The following is a non-exclusive list of applicable law:
Fair Debt Collection Practices Act (FDCPA)
Fair Credit Reporting Act (FCRA)
Gramm-Leach-Bliley Act (GLBA)
United States Bankruptcy Code
Privacy Act of 1974
Health Insurance Portability and Accountability Act (HIPAA)
Telephone Consumer Protection Act (TCPA)
The Credit Repair Organizations Act (Public Law 90-321, 82 Stat. 164)
Higher Education Act (Public Law No. 89-329)
Federal Family Education Loan Program (FFEL)
All State Specific Collection Laws
Daily tasks that must be completed to meet the purpose of this position.Completion of all required daily quality assurance call review assignments, at the direction of Quality Assurance Supervisor, Manager, Compliance and Quality Assurance and/or Senior Vice President and General Counsel;Ensure that all daily quality assurance call reviews and findings are documented, in accordance with quality assurance call review policies and procedures;Ensure that as a result of the daily quality assurance call reviews; issues with client requirements regarding portfolio management, work standards, settlements, and other special handling requirements are identified and documented, in accordance with quality assurance call review policies and procedures;Assist Compliance department with identification of trends regarding operational procedures that do not abide by the SOP’s of CBE;Assist Compliance department effort to minimize the volume of avoidable complaints and/or complaints that escalate to litigation
Weekly tasks that must be completed to meet the purpose of this position.Regular weekly meeting with Quality Assurance Supervisor focusing on progress and trends identified in quality assurance call reviews;
Monthly tasks that must be completed to meet the purpose of this position.Regular planning meeting with Quality Assurance Supervisor and Manager, Compliance and Quality Assurance focusing on trends identified by Quality Assurance Specialists, Administrator of Compliance, Litigation Support Manager and Operations, Organizational Development, Client Services and other applicable support departments;Regular performance review meeting with Quality Assurance Supervisor and Manager, Compliance and Quality Assurance focusing on overall job performance and opportunities
Mustbe able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.Must be able to remain in a stationary seated position up to 85% of the work shift; Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings;Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine;Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries;Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations;The Company reserves the right to change or assign other duties to this position as appropriate.
A. EDUCATION AND EXPERIENCE PREFERENCES
2 year college degree
Minimum of 3 years of BPO call center collections, customer service or telemarketing experience preferred
Quality Monitoring experience preferred
Fluent with verbal and written English communication
Must possess and demonstrate the following:
Demonstrated experience and industry knowledge of laws and regulations pertaining to the collection of debt
Proficiency with technology, including general business tools such as Microsoft Office, as well as collection-specific systems such as collection platforms, speech analytics and predictive dialers
Excellent communication skills - both verbal and written
Interest and ability to take the initiative to complete assignments and resolve unfamiliar situations
Ability to work well with others
Strong collaboration skills
Good phone personality
Patience and good listening skills
Ability to perform under stress and effectively communicate with employees at all levels throughout the organization
Organizational and analytical skills necessary to anticipate and identify situations or legal trends before they arise and effectively communicate them
A. PURPOSE OF THE POSITION
The Quality Assurance and Customer Experience Specialist is responsible for “best in class” quality assurance call review performance. This includes meeting or exceeding defined quality assurance call review production expectations, thorough issue identification/documentation. The Quality Assurance Specialist is accountable for meeting the Quality Assurance department’s daily, weekly, monthly and yearly quality assurance call review performance objectives and for providing critical data to various departments throughout CBE. The Quality Assurance Customer Experience Specialist has strong working knowledge of all federal, state and local laws, as well as CBE policies and procedures.
In addition, this position is responsible, at the direction of Customer Experience Supervisor, for providing monitoring assistance to all operational, training and other support departments regarding compliance issues relating to all local, state and federal laws, rules and regulations that govern the accounts receivable management industry, as well as assistance with meeting or exceeding our clients’ work standards. This position is responsible for the timely communication of quality assurance call monitoring findings, which will provide assistance to Senior Vice President and General Counsel; Manager, Compliance and Quality Assurance; Customer Experience Supervisor; Operations; Organizational Development; Human Resources and all other departments that require assistance with Quality Assurance matters at CBE.
