First Help Financial Needham, Massachusetts, United States Full-time 2024-05-30

First Help Financial (FHF) is one of the fastest growing companies in the US. We help first-time buyers get a car by offering flexible financing options and native-language support. Our mission is to help overlooked consumers get access to financing and make smart financial decisions. Through flexible financing options and tri-lingual support, we offer consumers an easier way to finance their first car. From our Boston and Phoenix offices, we lend to and support our portfolio which has consistently grown 35% each year over the last five years. Our exponential growth also comes with financial stability as a company.

Here you will find hard-working coworkers that are experts in their jobs and dedicated to their customers. We hold ourselves to the highest standards of professionalism but also enjoy work with benefits that are geared towards making you successful in life and comfortable at work.

Your Title: Quality Assurance Associate

Your Location: Remote/Anywhere within the USA

You Report To: Manager, Collections

About the Opportunity:

“First Help Financial, voted and certified as a “Great Place to Work” by our workforce, is adding a new partner to our Servicing department to accommodate our remarkable growth! As the Quality Assurance Associate you will have a direct role in ensuring that all policies and procedures are followed to reflect FHF’s commitment to excellent service. As the Quality Assurance Associate you will have a direct impact on the quality of talent within Collections and Customer Service. You will be conducting the majority of monthly call monitoring reviews using different platforms and presenting your findings to the leadership team. Your role will help the company to maintain its high expectations in regards to policies and procedures. 

Your responsibilities include but are not limited to:

• Responsible for monthly call monitoring review for Customer Service and Collections.

• Point person for use of Prodigal for Compliance and Customer Service reviews.

• Perform manual call monitoring where necessary due to items Prodigal cannot automate.

• Create reporting to present to department leadership monthly showing department performance.

• Meet individually with department leaders to review team performance.

• Formal presentation on monthly QA review with leadership presenting findings and performance data based on Prodigal data and manual call monitoring reviews.

• Perform trend analysis and present findings to leadership as appropriate.

• Assist in creating corrective measures to improve daily processes.

• Recommend corrective actions to improve processes and practices on an individual and department level.

• Be able to find and explain deviations from company policies and procedures.

• Track quality concerns and improvements for both Customer Service and Collections

What you bring:

• Excellent communication (verbal and written) skills.

• Proficient in navigating and using all applicable Servicing platforms (Leapfrog, Cyberridge, Payix, NICE).

• English, Portuguese and Spanish language comprehension preferred.

• Proficient in Excel including use of visuals and pivot tables.

• Proficient with PowerPoint.

• Minimum 1.5 years experience in Customer Service or Collections at FHF.

• Must be a Subject Matter Expert in all policies, procedures and compliance-related topics.

• Experience in both Customer Service and Collections at FHF preferred.

• Proven success in Customer Service and/or Collections at FHF.

Diversity and Inclusion

FHF is committed to building a culture that respects and embraces all walks of life, inclusive of all genders, race, culture, sexual orientation, age, and other identities. We will make accommodations when interviewing anyone with special needs.

About FHF…

  • Great Perks – We offer generous salaries, competitive health and welfare benefits, paid vacation, 401(k) match, tuition reimbursement
  • Culture – We are believers in maintaining a healthy work-life balance. While we work hard and care deeply about our customers and partners, we want our team to have room for their family, friends and themselves. Finally, we care deeply about ensuring every employee personal growth, so we engage each employee to build a career plan that benefits everyone.