TITLE Call Center Quality Assurance Team Leader

EOE STATEMENT

CFG is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic. We are committed to ensuring a diverse and inclusive workplace, and all employment decisions are based on merit, qualifications, and business needs. If you require accommodations during the application process, please contact Human Resources.

LOCATION CFG Corporate Office

DESCRIPTION

COMPANY SUMMARY:

CFG Bank, based in Baltimore, Maryland, is a leading financial institution serving the national healthcare and multifamily markets and the Mid-Atlantic region. As the 6th largest bank in Baltimore by deposits and the largest locally based, we've grown from $1 billion to over $5 billion in assets by 2023. With over 30 years of expertise, we rank among the top five healthcare bridge-to-HUD lenders in the country. At CFG Bank, we redefine banking by blending big bank capabilities with personalized boutique service. Recognized as "Best Place to Work" by the Baltimore Business Journal in 2022 and 2023, our primary goal is making each team member feel choosing CFG Bank was their best career decision. Join us for professional growth and a positive work environment that sets CFG Bank apart.

POSITION SUMMARY:

The Call Center Quality Assurance Team Leader (CCQA) will be responsible for upholding and building upon our reputation within our current call center. The CCQA will monitor and check calls to ensure that call center agents meet customer needs and address all feedback effectively. Their duties include collecting and analyzing phone calls, while formulating and verifying call center process controls and monitoring customer satisfaction with those process controls.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Analyze call center data to generate valuable insights to predict customer trends.
• Track key quality assurance metrics for improvement strategies.
• Establish and monitor KPIs, track quality metrics and provide regular analytics reports to upper management.
• Develop and improve knowledge of products and knowledge of call center performance and functional requirements.
• Utilize effective written and verbal communication skills to collaborate successfully with the public and all employees across various departments.
• Successfully complete all job-related training programs, attend staff meetings, and participate in bank functions such as training sessions, seminars, and compliance meetings.
• Review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality.
• Identify lapses in agents' performance and provide constructive feedback for improvement.
• Engage in customer listening to identify customer pain points and expectations
• Serve as an intermediary for escalations from agents and customers.
• Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support.
• Implement and ensure compliance with the bank's policies on customer service quality.

QUALIFICATIONS AND REQUIREMENTS:

• Hands-on experience working in call center quality assurance or related roles
• Educational background or recognized certifications in communications, quality management, or related fields preferred.
• Able to communicate with discretion, professionalism, and confidentiality when needed
• Ability to initiate and complete projects without supervision
• Effective time management and organizational skills.
• Adaptability and flexibility in various situations/environments.
• Proficient in troubleshooting.
• Computer literacy.
• General knowledge of company products and/or services.
• High school diploma or equivalent, with basic math skills, and demonstrated effective time management and organizational skills.

ABOUT THE ORGANIZATION

CFG BANK HAS ESTABLISHED POLICIES AND PROCEDURES TO FULFILL THE REQUIREMENTS OF THE BANK SECRECY ACT (BSA), USA PATRIOT ACT (CUSTOMER IDENTIFICATION PROGRAM) AND ECONOMIC SANCTIONS PROGRAM (OFAC). IN ORDER TO ENABLE ITS EMPLOYEES TO ACHIEVE THE OBJECTIVES AND RESPONSIBILITIES OUTLINED IN THESE POLICIES AND PROCEDURES AND TO COMPLY WITH THE REQUIREMENTS OF THESE ACTS AND LAWS, THE BANK HAS SET FORTH UP-TO-DATE CURRENCY TRANSACTION REPORTING AND SUSPICIOUS TRANSACTION REPORTING PROCEDURES INTENDED TO ASSURE THE PREPARATION AND FILING OF COMPLETE AND ACCURATE CURRENCY TRANSACTION REPORTS (CTR) AND SUSPICIOUS ACTIVITY REPORTS (SAR) FOR EACH AND EVERY REPORTABLE TRANSACTION AND HAS PROVIDED CURRENT OFAC LISTS FOR NEW CUSTOMERS AND LOAN APPLICANT COMPARISONS.

AS AN EMPLOYEE OF CFG BANK YOU ARE REQUIRED TO BE:

• DEDICATED TO ACHIEVING THE OBJECTIVE OF ASSISTING BANK MANAGEMENT IN THEIR EFFORTS TO IDENTIFY REPORTABLE TRANSACTIONS; AND

• DEDICATED TO ACHIEVING THE OBJECTIVES AND REPORTING REQUIREMENTS OUTLINED IN THE BANK'S BSA, CUSTOMER IDENTIFICATION PROGRAM AND ECONOMIC SANCTION PROGRAM POLICES.

THE MANDATORY TRAINING TO COMPLY WITH THE REQUIREMENTS OF THE BANK'S BSA, USA PATRIOT ACT AND ECONOMIC SANCTIONS PROGRAM WILL BE PROVIDED WITHIN 90 DAYS OF ACCEPTING THIS POSITION.