QA Governance Analyst

    • Date:
    • October 23, 2017
    • Location:
    • Cincinnati, OH
    • Job Function:
    • Customer Care Administration
    • Req. Number:
    • 2468

Description

Green Dot Corporation, along with its wholly owned subsidiary bank, Green Dot Bank, is a pro-consumer financial technology innovator with a mission to reinvent personal banking for the masses. Green Dot invented the prepaid debit card industry and is the largest provider of reloadable prepaid debit cards and cash reload processing services in the United States. Green Dot is also a leader in mobile technology and mobile banking with its award-winning GoBank mobile checking account. Through its wholly owned subsidiary, TPG, Green Dot is additionally the largest processor of tax refund disbursements in the U.S. Green Dot's products and services are available to consumers through a large-scale "branchless bank" distribution network of more than 100,000 U.S. retail locations and neighborhood financial service center locations, online, in the leading app stores and through 25,000 tax preparation offices and leading online tax preparation providers. Green Dot Corporation is headquartered in Pasadena, Calif., with additional facilities throughout the United States and in Shanghai, China.

QA Governance Analyst

Summary

The QA Governance Analyst is responsible for reviewing and evaluating key aspects of the business processes on an ongoing basis to ensure that their execution complies with Regulation E requirements. When issues are identified, it is the QA Analyst’s role to work with management and the relevant business units to remediate the issues in a timely fashion and to ensure they were implemented as intended. 
The ideal candidate is efficient with repetitive tasks, enjoys problem-solving, has an aptitude for technology and systems, has a sharp eye for detail, and demonstrates strong written and verbal communication skills.

Responsibilities

Governance

  • Extract, clean, transform, and validate data with the purpose of reporting to management for business decision making purposes in support of adherence to regulation E

  • Develop and maintain strong working relationships with other business units, including, but not limited to, the following teams: Banking Operations, Customer Service, Risk Management, Information Security and other stakeholders

  • Work with relevant business units to execute upon identified opportunities and to perform follow-up quality-assurance to ensure that remediation worked as intended

  • Identify and monitor trends for continuous improvement

  • Provide reporting and status updates to Senior Management and analysts related to potential areas of improvement 

  • Conduct and analyze reports to determine if remediation is required and to develop remediation plans 

  • Summarize various reports, their results, and remediation plans

  • Adhere to strict compliance and regulatory requirements 

  • Conduct sample testing every day/week/month which includes to listening to calls, performing case reviews, tracking opportunities and reporting the findings out

Compliance

  • Monitor, evaluate and score Dispute cases against established quality assurance instruments and standards

  • Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards

  • Analyze performance from quality assurance data and communicate trends to Management

  • Share performance data drawn from quality monitoring and review with team to identify potential training needs

  • Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools

  • Provide clearly written feedback to management for group and individual coaching regarding compliance audits and performance coaching

  • Provide timely, accurate and courteous responses to questions from the floor regarding quality within timeframe established by management.

  • Assist with escalations as needed

  • Initiate outbound calls as needed for customer follow up and/or resolution

  • Maintain awareness of system speed and failures and communicate to Management for resolution

  • Assist CSR’s with questions through proactive issue/problem identification and communication

  • Handle special projects as necessary

Requirements

  • 2 to 4 years work experience in compliance, risk management, customer service or banking operations

  • Financial services industry experience preferred

  • Previous Quality Assurance Analyst experience in a Dispute Call-Center Environment required

  • Regulation E environment experience preferred

  • Experience comprehending, and retaining specific knowledge of complex information to ensure compliance with regulatory requirements

  • Comprehensive understanding of processes related to financial/banking laws and regulations 

  • Strong verbal and written communication skills 

  • Strong interpersonal skills with the ability to build relationships 

  • Strong analytical, research, organizational and problem-solving skills 

  • Proficiency with MS Office especially Excel required

  • Experience with different relational databases like Teradata, Oracle, and SQL Server 

 

Green Dot Corporation is committed to achieving a diverse workforce and is proud to be an equal opportunity employer without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any category protected by law.

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