Job Title:

Digital Client Service Quality Assurance Specialist

Location:

AZ - Chandler 3075

What you'll do:

As a Digital Client Service Quality Assurance Specialist will be responsible for quality monitoring of Digital Client Care services, security and quality call monitoring, and client surveying across all areas of Client Service. You'll focus on ensuring procedure and policy adherence, quality handling, process improvement and client satisfaction. You will conduct calls, emails and product implementation reviews using system call analytics, and other procedural documentation. One of your key responsibilities will be to work closely with the Digital Client Service Support Manager to effect positive change in process, behavior, and training.

What we are looking for:

Responsible for supporting the Client Service Manager in ensuring all Client Services are running efficiently, identifies and makes recommendations for process improvements to ensure an overall high quality client experience.Focuses on quality monitoring for all of Client Service that drives improved client experience and process efficiencies. Includes monitoring of all inbound and outbound calls and email communications, product implementation, and pre-training preparedness while utilizing tools such as call recording, call analytics, client surveys, escalates to the Client Service Manager.Maintains database of all reports and processes handled by the team to facilitate efficient tracking of the program’s historical data.Works closely with the Client Service Manager to establish and deploy a comprehensive client survey program to include post-onboard, post-training and post-call when technology supports all these client touchpoints.         

What you need to have:

High School Diploma or equivalent is required. Bachelor’s degree preferredThree (3) years of experience in Branch Banking Operations, Digital Consumer Products or other related financial institutional experience is required.Intermediate knowledge of sales and service experience in deposits or digital banking productsIntermediate knowledge of general banking operations, including deposit operations, and loan administration.Technical Proficiency: Familiarity with QA tools, software, and methodologies.Adaptability: Willingness to adapt to new technologies, methodologies, and industry standards.Intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.Strong speaking and writing skills for internal and external audiences

Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC.  AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488.  When contacting us, please provide your contact information and state the nature of your accessibility issue.  We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

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