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