Position Overview:

Responsible for all aspects of Quality Control management for the UniPay product and the UniPay team. The quality control manager understands the customer's needs and requirements and coordinates employee efforts and communications between management and the UniPay team. Additionally, the quality control manager ensures the onboarding process runs smoothly and the UniPay team generates a consistently suitable output of work that meets the quality and efficiency standards of the UniPay Department.

Primary Accountabilities:

Duties Relating to UniPay

• Manages and reconcile all UniPay convenience fee accounts. This includes overseeing the entire credit card application process and working with credit card providers to ensure quality control of the process.
• When needed, works with UniPay Product Manager to complete testing of new features and functionality.
• In conjunction with the UniPay Product Manager, devises, improves, and reviews new procedures for enhancements or processes, and trains staff to use them.
• Conducts quality audits to make sure set quality policies and procedures are being adhered to.
• Produces reports for management regarding nonconformance of processes, daily production quality, root cause analyses, and quality trends. Makes recommendations regarding corrective actions or plans/programs to reduce performance issues or issues with quality control standards.
• Monitors and inspect UniPay product to ensure quality of finished product.
• Is responsible for ensuring the ongoing tracking, preparation, and distribution of weekly/monthly/quarterly reporting to management, sales group, and/or customers by collecting and compiling statistical data from UniPay and other peripheral systems.
• Communicates quality control information to management, all relevant organizational departments, and outside vendors, if necessary.
• Ensures customer requirements are followed and ensure compliance with regulatory bodies and with Bank compliance guidelines
• Responds to inquiries relative to UniPay services, researching and interacting effectively with other departments to resolve issues and making appropriate referrals when necessary. Refers questionable issues to department head.

Customer Service

• Ensures prompt, courteous, accurate and effective communications with customers, prospects, and other company employees to deliver the excellent service required in the UniPay Department.
• Gains an understanding of the customer's needs and requirements and communicating them and the quality standards to the UniPay team.
• Investigates customer complaints to ensure customer satisfaction.

Training

• Monitors individual employees' performance for quality and efficiency standards.
• Identifies training needs and organize training interventions to meet quality standards.
• Provides leadership, training, and guidance to coach, motivate, and lead team members to their optimum performance and quality levels.

Knowledge, Skills, Education and Work Experience:

• Must be detail oriented and have strong verbal and written communication skills, numeric aptitudes, customer service and supervisory skills.
• Must have a comfortable working knowledge of Word and Excel, a basic knowledge of how to use the Internet, and be able to adapt to various software packages.
• Must be able to work occasional evenings and possess valid driver's license.
• Bachelor's Degree required.
• Five to seven years banking experience in operations or customer service with three of those years in a supervisory capacity preferred

Other Duties:

Please notes this description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this position. Duties, responsibilities and activities may change at any time with or without notice.

This position is not subject to SAFE Act Registration Requirements. Pursuant to the SAFE Act requirements, all applicants for employment who will be engaged in residential loan mortgage originations (as defined by the SAFE Act) must register with the federal registry system and maintain a status in good standing under the SAFE Act requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.

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