EnerBank Quality Assurance Specialist

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice. Regions is dedicated to taking appropriate steps to safeguard and protect private and personally identifiable information you submit. The information that you submit will be collected and reviewed by associates, consultants, and vendors of Regions in order to evaluate your qualifications and experience for job opportunities and will not be used for marketing purposes, sold, or shared outside of Regions unless required by law. Such information will be stored in accordance with regulatory requirements and in conjunction with Regions’ Retention Schedule for a minimum of three years. You may review, modify, or update your information by visiting and logging into the careers section of the system. Job Description: At EnerBank, the Senior Quality Assurance Specialist is responsible for performing higher-level, complex quality assurance calls to customers who have home improvement loan(s) with EnerBank and helping ensure contractor and customer relationships are strong. EnerBank USA, a division of Regions Bank, engages in strategic partnerships with home-improvement manufacturers, distributors, franchisors, trade groups, and other organizations (with networks of home improvement contractors) to develop customized white-label loan programs to help them increase their sales as well as attract and retain top dealers. Primary Responsibilities Performs quality assurance calls for applications with home improvement loans that the Bank would like to further review Handles and resolves higher-level and more complex, escalated customer phone calls Processes Positive Confirmation (PC) calls and extra steps associated with PC calls in a timely manner to limit delaying payment to the contactor On a weekly basis, conducts multiple reviews of Quality Assurance calls of peers, to ensure procedures are being followed On a monthly basis, reviews phone calls for compliance purposes Ensures that written procedures are updated in a timely manner Provides on-the-job training and mentoring for new Quality Assurance associates Reviews and updates each account as needed Maintains high level of customer service and accuracy in all job functions Meets required production levels for call quality and quantity Returns email and voicemail communications promptly Recommends appropriate action if further review is necessary and raises any observations or concerns to Management, Sales, Credit, and/or Customer Relations in a timely fashion as needed This position requires the tracking of time and is eligible for overtime hours worked in excess of 40 per week under the Fair Labor Standards Act. Requirements High School Diploma or GED Three (3) years of customer service, quality assurance, or related experience Skills and Competencies Ability to multi-task and work in a fast-paced environment Ability to remain calm and focused in stressful situations Ability to work on a team Demonstrated professionalism and self-motivation Excellent customer service skills Excellent verbal and written communication skills Strong attention to detail Strong computer skills, including Microsoft Office Suite Strong typing skills with emphasis on speed and accuracy Position Type Full time Benefits Information Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for associates. Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions. Paid Vacation/Sick Time 401K with Company Match Medical, Dental and Vision Benefits Disability Benefits Health Savings Account Flexible Spending Account Life Insurance Parental Leave Employee Assistance Program Associate Volunteer Program Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions’ benefits, please click or copy the link below to your browser. https://www.regions.com/welcometour/benefits.rf Location Details Enerbank Salt Lake City Location: Salt Lake City, Utah Bring Your Whole Self to Work We have a passion for creating an inclusive environment that promotes and values diversity of race, color, national origin, religion, age, sexual orientation, gender identity, disability, veteran status, genetic information, sex, pregnancy, and many other primary and secondary dimensions that make each of us unique as individuals and provide valuable perspective that makes us a better company and employer. More importantly, we recognize that creating a workplace where everyone, regardless of background, can do their best work is the right thing to do. OFCCP Disclosure: Equal Opportunity Employer/Disabled/Veterans About Regions At Regions, our culture focuses on five core values that are a commitment to how we will do business: Put people first Do what is right Focus on your customer Reach higher Enjoy life Through these values, our mission to make life better drives our desire to improve and make a positive difference in the communities where we work and live through financial investments and volunteering.