Assistant Business Operations Quality Analyst - REMOTE

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timePosted 9 days ago location United States salarySalary undisclosed
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Job Description

Primary Purpose:

Assist in handling all lender audit files that are received from National General Quality Assurance team or the lender requiring detailed review and research of each audit finding to determine if it is valid or not. Provide administrative support to the Business Operations Leadership team. Maintain positive relationships with the client and line of business to ensure delivered services meet client needs and expectations.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Conduct initial review and research for Quality Assurance and lender audit findings
  • Provide clear and concise chronology of events leading to the audit finding
  • Prepare initial research to identify potential root cause of audit finding
  • Provide assistance in creating and updating P&Ps and Job Aides
  • Provide assistance in the implementation of new or changed processes/enhancements
  • Provide assistance in team assigned projects to ensure efficient and timely implementation
  • Provide assistance in the transition of processes to other teams
  • Provide team and line of business with internal reporting on audit results and trending
  • Handle administrative tasks by managing audit team's information calendar
  • Track all audit finding results and provide minute meeting notes on meetings and conference calls
  • Support positive relationships with the line of business and client by providing timely reports and communications
  • Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
  • Adopt National General Insurance values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • 3+ years of relevant experience
  • Basic knowledge of insurance servicing processes;
  • Basic level of business acumen and relevant industry knowledge
  • Effective research & investigative skills
  • Basic knowledge of technology platforms, systems and tools utilized by business units within area of responsibility
  • Basic knowledge of policies and best practices for providing effective customer service and representing the organization to external sources by phone, in person and through email
  • Proficient in Microsoft Office (Word, Excel, Access, and PowerPoint)
  • Evaluate basic problems to identify possible solutions and escalate issues when necessary
  • Follow established guidelines to focus on details and complete tasks attentively and thoroughly
  • Utilize established procedures to guide decision-making
  • Ability to adapt to new situations and learn quickly
  • Communicate information in a clear, well-organized and professional manner
  • Adhere to assigned schedule and demonstrate punctuality and consistent attendance
  • Must possess effective verbal and written communication skills
  • Promote collaboration, knowledge-sharing and teamwork
  • Understand team dynamics and utilize the individual strengths of each member to achieve results
  • Maintain composure and act decisively in unexpected or ambiguous situations
  • Take the initiative to set personal performance goals and seek opportunities for learning and growth

Desired Skills:

  • Working knowledge of internal processing applications and lender-specific procedures
  • Able to multitask in a constantly changing, fast paced environment
  • Proficient knowledge of assigned internal systems as well as lender's system of record
  • 2+ years' experience with mortgage or hazard/flood insurance