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Business Control Quality - Senior Business Control Specialist (Pre-Paid Card Operations)

Kennesaw, Georgia;

Job Description:

Provide analytical, administrative support within an internal control environment. Responsible for assisting in the execution of the Operational Risk Program for the Line of Business. Assist team in gathering and organizing data that will help track, report and manage internal control gap issues and mitigation plans. Acts as an ambassador of the risk culture. Incumbents typically have up to 2 years of risk management and/or Consumer, Preferred and Small Business Client Service experience. 

Responsibilities:

• Supports calibration efforts internally and externally within the quality environment including vendor, contractors and the FLU to drive call center and quality performance improvements
• Responsible for all calibration activities (Ex. calibration sessions, researching complex questions, proving scoring guidance)
• Act as an ambassador of the risk culture, coordinate, manage, track and/or conduct audits on internal processes as needed
• Identify and escalate risk
• Provide strategic and tactical solutions for process improvement
• Responsible for scheduling and hosting meetings internally, with FLU and business partners

Requirements:
• Fluent user/experience with NICE application (Ex. create evaluations, queries, search functions)
• Knowledge and experience in servicing clients/managing associates in Retail, Small Business and/or Preferred Servicing
• 2 plus years in a contact center business model and strong working knowledge bank systems
• Strong knowledge and skillset in Microsoft Office Suite including PowerPoint and Excel (Ex. Create presentations, Formulas, v-Look Up)
• Excellent written and verbal communication skills

• Background in risk or understanding of risk framework
• Excellent time management and organizational skills to manage competing priorities in a fast-paced environment and meeting constant SLAs
• Strong critical thinking skills with creative problem solving skills
• Operates with a sense of urgency and must have a strong attention to detail
• Exhibit strong relationship management and interpersonal skills
• Demonstrated ability to contribute as a team member and individually

• Comfortable with data analytics and working with large data sets

Other Qualifications:
• Leadership or equivalent supervisory experience
• Bank certified in Non-English Language Spanish
• Proficient in SharePoint
• Experience with NICE IEX WFM application (Ex. Search functions)
∙ Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
∙ Excels in working among diverse viewpoints to determine the best path forward
∙ Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
∙ Commitment to challenging the status quo and promoting positive change.
∙ Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
∙ Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Provide analytical, administrative support within an internal control environment. Responsible for assisting in the execution of the Operational Risk Program for the Line of Business. Assist team in gathering and organizing data that will help track, report and manage internal control gap issues and mitigation plans. Acts as an ambassador of the risk culture. Incumbents typically have up to 2 years of risk management and/or Consumer, Preferred and Small Business Client Service experience. 

Responsibilities:

• Supports calibration efforts internally and externally within the quality environment including vendor, contractors and the FLU to drive call center and quality performance improvements
• Responsible for all calibration activities (Ex. calibration sessions, researching complex questions, proving scoring guidance)
• Act as an ambassador of the risk culture, coordinate, manage, track and/or conduct audits on internal processes as needed
• Identify and escalate risk
• Provide strategic and tactical solutions for process improvement
• Responsible for scheduling and hosting meetings internally, with FLU and business partners

Requirements:
• Fluent user/experience with NICE application (Ex. create evaluations, queries, search functions)
• Knowledge and experience in servicing clients/managing associates in Retail, Small Business and/or Preferred Servicing
• 2 plus years in a contact center business model and strong working knowledge bank systems
• Strong knowledge and skillset in Microsoft Office Suite including PowerPoint and Excel (Ex. Create presentations, Formulas, v-Look Up)
• Excellent written and verbal communication skills

• Background in risk or understanding of risk framework
• Excellent time management and organizational skills to manage competing priorities in a fast-paced environment and meeting constant SLAs
• Strong critical thinking skills with creative problem solving skills
• Operates with a sense of urgency and must have a strong attention to detail
• Exhibit strong relationship management and interpersonal skills
• Demonstrated ability to contribute as a team member and individually

• Comfortable with data analytics and working with large data sets

Other Qualifications:
• Leadership or equivalent supervisory experience
• Bank certified in Non-English Language Spanish
• Proficient in SharePoint
• Experience with NICE IEX WFM application (Ex. Search functions)
∙ Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
∙ Excels in working among diverse viewpoints to determine the best path forward
∙ Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
∙ Commitment to challenging the status quo and promoting positive change.
∙ Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
∙ Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21071202

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kimberly Ravlich

Referral Bonus:

0