American Coradius International

QA Engineer

• Conduct internal audits through call listening and scoring
• Audit complaints to identify risks to the company
• Analyze correspondence from customers and clients
• Monitor collection calls for compliance with federal and state laws
• Provide feedback to operations and training departments
• Assist in the Progressive Compliance Disciplinary/Coaching Process
• Initiate corrective and disciplinary actions when necessary
• Create ROC/Written Warning Forms for administration by the management team
• Participate in client call calibrations
• Maintain a current working knowledge of relevant laws, regulations, and trends in the collection industry
• Investigate complaints and conduct internal investigations and audits
• Identify, assess, and give feedback regarding the complaint
• Prepare and submit compliance reports
• Maintain records of compliance activities
• Review and update standard operating procedures
• Ensure proper utilization of tools and workstations regarding the corporate Security and Privacy policy
• Safeguard confidential information and data; report any risks which violate security
• Comply with company policies and procedures

QA Supervisor

Client Services Representative

• Responsible for providing effective customer service for internal and external customers by processing exceptions, performing client reporting, file processing and resolving system inquires
• Process electronic client files and activate new account placements
• Perform file transmissions with scrub, credit reporting/skip-trace vendors
• Assist internal departments and clients with accessing information, troubleshooting problems and resolving system inquiries while providing timely and accurate responses
• Ensure client reporting, exception processing and file processing requirements and timelines are met
• Review account details and report settlement, paid in full and other exception statuses to clients
• Perform detailed reviews of letter data and Process and release the letter files
• Assist with mail processing, check depositing, payment posting, transaction balancing and remit reporting
• Assist with preparation for client, state and regulatory audits
• Comply with company policies and procedures (including all IT required security and privacy policies and procedures), client standards and all applicable federal, state and regulatory laws
• Perform other duties as assigned or needed

QA Supervisor

Client Service Specialist