Overview

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a Team Lead Collections Quality Assurance to work onsite at our San Antonio, Texas service center. The primary purpose of this job is to provide direct oversight and management of the Quality Assurance (QA) teams, supporting the overall operations and collection strategy of Collections division. This role may perform the duties of the manager in the manager’s absence.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Supervise a team of collection reporting specialists. Establishing goals, priorities and expected performance level for the team.

• Administer stated objectives, goals, and performance standards in assigned team and assist in ensuring that goals are met or exceeded.

• Performance Appraisal/Evaluation mid and year-end summaries. Monthly summary and delivery of scorecard performance results, ensuring goals are met or exceeded, and recommend team members for promotion, corrective action, and termination.

• Perform documentation review of system of record to ensure compliance with PenFed policy.

• Assist with the development of in-line controls to decrease the incidence of non-compliance.

• Evaluate recorded telephone calls/written case activities of PenFed contact center employees to ensure compliance with company policies, processes, and procedures.

• Perform contact monitoring and provide trend data to leadership and unit management team(s).

• Communicate feedback on member interactions, identifying areas of excellence and improvement opportunities.

• Present management reports identifying scores, trends, and opportunities relating to quality.

• Participate in and lead regular calibration sessions with the QA team and unit leadership.

• Adhere to QA challenge processes and collaborate with Team Leaders to continuously refine the Quality review process.

• Compile and track all monitoring activities and statistics.

• Leverage PenFed’s call/screen recording software to review interactions.

• Develop and oversee various monitoring and scheduling activities and provide trend data to leadership.

• Actively develops subordinates by providing opportunities for personal leadership growth and effectively communicates company mission, purpose, vision from the top to the individual contributor.

• Assist in the implementation of large programs/projects as well as needs assessments based on requests from management to provide customize training or individual guidance to improve and develop performance based on trends observed through the quality review of member interactions and system records.

• Assist with the development of training materials, assessments and web-based training modules related to all collection positions.

• Write and develop content for Knowledge and desk guides to improve outcomes with member interactions.

• Assist team leaders that oversee phone-based staff to ensure quality assurance feedback is delivered to employees.

• Assist in the development of each employee, ensuring performance goals are established for each and ensuring any employee that is unable to meet standards is given additional training and support.

• Maintain a professional relationship with other departments.

Qualifications

Equivalent combination of education and experience is considered.

• Bachelor’s Degree required.

• A minimum of five (5) years’ of related work experience in training or quality assurance is required.

• A minimum of one (1) years’ experience in a supervisory/management role preferred.

• A minimum of one (1) years’ experience with project management preferred.

• Experience within the lending industry and strong collection background is preferred.

• Experience with identifying trends or areas of concerns and creating and executing opportunities to improve outcomes.

• Strong knowledge of Windows-based software packages including MS-Word, Excel, Outlook, and PowerPoint is required.

• Strong interpersonal skills including mentoring, coaching, collaborating, and team building.

• Strong leadership capability, executing as appropriate in the areas of responsibility.

• Effective time management, problem solving and multi-tasking skills.

• Excellent oral and written communication skills, including strong presentation skills, is required.

Supervisory Responsibility

This position will directly supervise employees.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.

Travel

Ability to travel to various worksites and be on-call will be required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.