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JOB DESCRIPTION
Enrollments
* Using ObserveAI - Listen to all Calls associated with Status of 90% to review the call for Compliance
* Generate the Feeback sheet used by the Enrollment Supervisor for Coaching
* Review the CRM (DebtTrakker) against the Contract to ensure fields match
* Identify areas for improvement from the QA review and report it to the QA manager
* Listen to Reject Prospects: 0%, 1%, 2%, 3% and compile a report for feedback in Spanish or English
* Upload QA sheet, and Call recordings to DebtTrakker (if required)
* Address any Enrollment Exceptions (SSN, account invalid, account closed) identified by CFTPay
* Own the 90%, 91%, 92%, 93% until the issues are resolved by the Enrollment Team
* Review any administrative NSF's and determine the Root Cause
* Focus on QA Team Specific Goals
* Support Company wide goals
* Complete the IAPDA course within 3 months of starting and ever 2 years
Debt Manager - Quality Assurance
* Verify correct deposits schedule & bank fees (RED)
* Validation legal plan fees are correctly scheduled (RED | GREEN)
* Send Enrollment to VLP vendor of enrollment - FLP vendor is automatic
* Map the Creditor ID in DebtManager (RED | GREEN)
* Sending LOAs to creditors
* Sending Notificatioin to Customer that we have started working on their file
Customer Service - PreQual Team
* Using Observe AI - Perform a QA on PreQual Calls using Observe AI in English and Spanish
* Complete an evalution form for Coaching feeback to be delivered by the PreQual Supervisor
Customer Service - Quality Assurance
* Perform a QA on Welcome Calls in Spanish and English
* Perform a QA on Client Settlement Approval Calls in Spanish and English
Settlement - Quality Assurance
* Perform a QA on Settlement Offer Letters to the Settlement entered into the CRM
* Perform a QA on the Settlement data entered into the QA Daily Settlemeng Log
Customer Service Off-Boarding - Quality Assurance
* Ensure Client Graduation Packages have been sent out
* Perform a QA on the Graduation Call
Daily Tasks
* Perform Enrollment QAs in English and Spanish
* Perform DebtManager QAs in English and Spanish
* Perform PreQual QAs in English and Spanish
* Perform Customer Service QAs in English and Spanish
Weekly Tasks
* Perform QAs on Rejected Prospects/Leads
* Perform QAs on Welcome Calls
* Perform QAs on Client Settlement Approval Calls
* Perform QAs on the Settlement Entry
Monthly Tasks
* Perform QAs on Monthly Graduation Calls
General Tasks
* Review the English and Spanish documents and identify differences to train the Enrollment Team