Job Description
Job DescriptionSalary:
What Is MyBambu?
MyBambu is a financial institution delivering the first all-in-one mobile digital banking solution targeting the Hispanic unbanked and underbanked population. The mission of MyBambu is to promote financial inclusion to the unbanked and underbanked by providing an array of financial solutions delivered via mobile devices. We give an overlooked audience a convenient, safe, and cost-effective way of managing their finances. MyBambus objective is to promote financial literacy and access to unbanked/underbanked individuals, who have previously been left behind. In 2020, we were honored to be recognized as FISs Impact Award winner for innovation in the next frontier of the Modern Banking Platform.
Weve fostered a company culture that empowers people to do the most defining work in their career offering an environment thats made up of a passionate and goal-oriented team.
Your Opportunity:
This position is a full-time, in person position reporting to the Compliance Management team including but not limited to the Chief Compliance Officer. A
Quality Assurance Specialist (QA) is to work closely with upper management to monitor customer service performance. Quality Assurance Specialist (QA) is responsible for assessing the quality of performance of our compliance
specialists who deal with our existing and potential customers. The Quality Assurance Specialist (QA) will monitor inbound and outbound calls, case handling and email responses to evaluate associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall MyBambu customers experience.
Job Responsibilities:
- Participates and designs of call monitoring formats, forms, and quality standards.
- Performs case management, call, and email monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Provides feedback and coaching to compliance team members at all levels.
- Perform other duties as assigned.
Skill and Abilities:
- Strong verbal and written communication and interpersonal skills.
- Attention to detail, strong work ethic, good humor, and enthusiasm for tackling complex challenges.
- Ability to drive multiple projects simultaneously, with effective resolution of competing priorities.
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Must be self-motivator and self-starter
- Exceptional listening and analytical skills
- Solid time management skills
- Must be able to effectively deal with people at all levels inside and outside of the Company
- Ability to multitask and successfully operate in a fast paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
Job Requirements:
- Two
years Call Center experience and atmosphere.
- Excellent verbal, written and interpersonal communication skills.
- Must be proficient in programs such as Salesforce and Excel.
- Must be proficient with Microsoft Office (intermediate Word, Excel).
- Basic knowledge of Workforce management tools.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer and multiple monitors.
- Must be able to lift up to 15 pounds at times.
MyBambu Benefits
- Excellent medical coverage.
- A flexible vacation policy.
- 7 paid holidays
- Our small family corporate culture.
MyBambu is an E-verify Employer.My Bambu Systems LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local laws.