Candidate will be able to provide assistance to the department to manage loss mitigation process quality testing for Consumer &/or Mortgage products.
Candidate will need to critique processes in place and to make suggestions on best practices.
Candidate will be required to identify gaps in the processes and workflows and develop solutions to those deficiencies.
The candidate will analyse work of other team members and identify needs for correction and remediation.
The candidate should have a critical eye for understanding where errors have occurred by Admin Support processers and instruct processors on remediation of processing errors.
The candidate should possess working knowledge of bank practices, Admin Support procedures and guidelines.
Coordinates and administers a preventative quality control program within the Admin Support department.
Manage daily reviews of process quality testing results and exception reporting for
Consumer &/or Mortgage products and confirms remediation is completed timely.
Coordinates control plans and analyses quality testing/results and exception reporting to identify need for corrections to achieve expected results.
Analyse quality results to determine trends, risks, etc. and develops solutions for consideration in process enhancements
Operate as line of defence for admin support and work to develop mitigation plans, as well as identify root cause.
Utilize control reports to observe agents actual state compared to schedule state compared to service level agreements and partners with agents/management to take action based on observations.
Complete daily reviews of letter/document and escalate accordingly
Perform detective testing
Identify gaps in the processes/ workflows and develop solutions to those deficiencies.
Maintain knowledge of compliance, procedure updates, and policy.
Experience in operations or financial background is preferred.
Ability to conduct data analysis and spreadsheet work. Ability to pay close attention to detail and review work with a critical eye from a quality control perspective. Ability to work under strict deadlines, ongoing change and pressure