Team lead for quality control job description

**If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.
This position can be located in Eugene, OR or Billings, MT.

SUMMARY
The Loan Regulatory Quality Control Team Lead is responsible for reviewing, performing research and providing resolution to internal customers' service-related issues. This position supports the servicing of Consumer, Commercial, and Specialty Lending for First Interstate Bank.

ESSENTIAL DUTIES & RESPONSIBILITIES include the following; other duties may be assigned.
Ensures that incoming calls and/or requests are answered efficiently, correctly and pleasantly.Assists internal First Interstate Bank associates with complex questions related to Loan services as well as questions in support of existing or new customer loans and lines.Works closely with all sections of the Loan Servicing Team to include but not limited to other group Managers to ensure that all needed SLA's and requirements are met.May be required to coordinate with internal departments and units in facilitating the file maintenance process.Coordinates with all applicable parties in the facilitation and expediting loan file maintenance changes and monetary transactions.Performs requested file maintenance changes to loans on the Loan Accounting System.Reviews file maintenance request processed and validates for accuracy and completeness.Coordinates efforts with appropriate parties to obtain missing information needed to meet requirements.Coordinates with all applicable parties in the facilitation and expediting loan boarding issues requiring Lender follow up.Performs collateral releases as assigned to Research and Resolution that requires investigation of older items no longer on Core or due to prior institution mergers.Participates in internal and external training to maintain knowledge of Bank products; attend Loan Servicing departmental meetings and keep abreast of all credit policies, procedures and system changes. Actively ensures compliance with the Code of Ethics and all Anti-Money Laundering, Bank Secrecy Act, information security and suspicious activity reporting requirements, policies and procedures. Actively participates in any required corporate and business line training in these areas. Understands and follows internal suspicious activity referral requirements and processes, as required for this position. Recommends improvements and provides input to process improvements, policies, procedures and technological changes/updates as needed to ensure an effective operating environment.

SUPERVISORY RESPONSIBILITIES
Provides supervision, coaching and training Mentors employees and develops skill through one on one training and coaching Maintains awareness of the status of new deals and existing pipeline, adjusts staffing as needed Reviews quality and integrity reports and takes action as appropriate Sets and tracks to performance goals and quality service standards Monitors and approves times entries Responsible for staffing, including disciplinary issues, tracking of time off, vacations, etc.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE
High school diploma or General Education Degree (GED) required; Bachelor's degree (BA/BS) from a four-year College or University and four (4) or more years' experience in a financial institution with a focus on lending, specifically boarding or servicing experience including Consumer and Commercial credits, required; or equivalent combination of education and experience. Knowledge of loan documents and requirements and knowledge of commercial lending and loans required. Preferred candidate will have experience in servicing complex loan types and knowledge of internal banking systems.

OTHER SKILLS & ABILITIES
Advanced personal computer skills with demonstrated knowledge of Microsoft EXCEL, WORD & email required; self-starter and works with minimal direction; good verbal and written communication skills; interpersonal skills and team orientation; ability to meet deadlines; ability to appropriately escalate issues requiring problem solving and decision making. Ability to resolve complex account issues with little assistance, and assist team members as well.

LANGUAGE SKILLS
Ability to read, analyze, and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to read, analyze, and interpret technical procedures, or governmental regulations. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, and percent and to draw and interpret bar graphs. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions. Demonstrates critical thinking tendencies to address problems decisively and to propose sustainable solutions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Accepts shared ownership and accountability for results. Ability to carry out complex instructions and handle non-standard situations.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to talk, hear, see, stand, walk & use hands to type or write. The employee frequently is required to sit. The employee is required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee may lift and/or move up to 25 pounds.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours of operation may be adjusted from time to time to accommodate business demands.

The noise level in the work environment is usually moderate.
**If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.

Job DescriptionQuality Development -Team LeadRegular Full-Time

*Hybrid schedule. Regular schedule will be two days reporting to the office and three days working from home.

Veritext is the global leader in legal litigation and deposition solutions. We provide the most skilled court reporters, advanced technology and unmatched service to help our clients achieve successful outcomes. Our national scale enables us to provide consistent and reliable delivery anytime and anywhere.

Veritext utilizes advanced technologies to streamline the deposition process and to manage the most complex cases. Proprietary video, mobile and workflow services combine with superior security, including HIPAA and PII compliance, to ensure that you have the best tools and the confidence of working with the market leader.
Main Purpose of the Role - Quality Leads act as senior team members using their experience and knowledge to help and guide other team members to create an increasingly effective team, generally, and within one or more focus areas of quality management: development, support, and remediation. Additionally, Quality Leads work to support the Quality Manager in the development and implementation of initiatives particular to their area of focus.
Behavioral Expectations
Work collaboratively with colleagues, exhibiting company values. Ensure that all communications are handled in a professional, timely, and courteous manner. Communicate necessary information punctually, accurately, effectively, and report incidents to management. Welcome change and continuously work to enhance job knowledge while bringing value to role. Take ownership of work; follow through until final resolution.
Key Responsibilities
Provide ongoing support and mentorship to quality team members. Act as trainer and coach for new team members. Triage issue resolution, for team members and transcriptionists, especially within as assigned a focus area. Escalate trends and issues to management. Provide transcriptionist support post-scheduling through job completion. Conduct quality assessments of transcriptionists' work product. Prepare and deliver feedback for transcriptionist and reporter review. Act as expert resource regarding legal transcription and quality management program standards and processes. Act as transcription coach for new ICs or those in remediation. Contribute to the development, improvement, and maintenance of initiatives within area of focus and the quality management program. Remain in calibration with supervisors and management regarding the details and parameters of quality judgment, feedback delivery, and engagement support levels. Keep up-to date with system functions team best practices (Front, 8x8, Vision, Monday, TopClass, Citrix etc.) Contribute to the development and maintenance of transcription resources and learning materials. Track and report information as requested.
Skills and Competencies
Ability to proofread and edit documents effectively and efficiently. Able to manage legal transcript content according to standards. Able to manage simultaneous use of software applications. Proven skill in providing feedback and guidance in an effective and constructive manner. Able to lead a collective effort of individuals successfully. Proficient in professional use of MS Office applications.
Advanced typing speed of 60+ WPM. Superior written communication skills. Advanced English language skills including grammar, punctuation and spelling.
Support-service oriented with strong interpersonal skills.
Dedicated professionalism with the ability to respond promptly and accurately.
Ability to retain details and process work accordingly.
Proactive and motivated to communicate and solve problems.
Able to work independently in strict alignment with a team. Excellent hearing and ability to easily discern details and speakers within audio recordings.


Required
Preferred
Qualification
High School Diploma
Associates or Bachelor’s degree Transcription and/or Court Reporting certification
Experience
6+ years’ experience in legal field 6+ years’ transcription experience 3+ years transcription QA 1+ year in a Specialist or Lead role Experience providing written and in-person feedback
7+ years’ experience in legal field 7+ years’ legal transcription 4+ years’ transcription QA 2+ years in a Specialist or Lead role


Veritext is an Equal Opportunity Employer
This job description is intended to describe the essential responsibilities, general nature and level of the work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties and skills required for this job.


Veritext offers competitive compensation and an exciting benefits package including medical, dental, vision, 401K with company match, generous paid time off, company paid short & long term disability, life insurance, and more.


VERITEXT is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by Federal, state, or local law. Any information provided will be used only in the compilation of data for EEO/Affirmative Action reporting. Completion of this data is voluntary and will not affect your opportunity for employment and/or terms or conditions of employment.


Veritext participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.


Veritext participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.

Since 1973, East West Bank has served as a pathway to success. With over 120 locations across the U.S. and Greater China, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates' potential for career advancement.

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets. With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.

The Quality Control Team Lead is responsible for work allocation and the quality review and self-test reviews of Commercial & Industrial and Commercial Real Estate loans booked on the FIS loan system to ensure data accuracy, compliance with government requirements, federal and state laws and regulations, risk mitigation and company policies and procedures. Responsibilities include the identification of risk and remediation thereof, perform Quality Control reviews through the use of ad hoc and system reports in order to ensure overall accuracy and completeness of the loan data. Responsibilities also include the training and oversight of Quality Control Specialist.

+ Perform callback and validate loan data as entered onto the loan accounting system against credit approval documents & loan documents to ensure accuracy in the boarding process with primary focus on complex transactions prepared by Attorneys, including Syndications and Participation loans during peak time

+ Perform self-testing process to ensure accuracy of data input against source documents such as; business loan agreement, loan and security agreement, promissory note, collateral documents and credit approvals.
+ Perform 2nd Review of the code interpretation for proper reporting.

+ Support manager in the implementation of a secondary Quality Control process within Loan Operations.

+ Work with manager to implement changes for any issues discovered during the Quality Control process.

+ Perform analysis and report to management any issues identified through the loan boarding and/or portfolio validation process.

+ Identify root cause of ongoing discrepancies, training requirement or enhancement to processes.

+ Perform research on complicated transactions and process applicable corrections based on the Quality Control reports or internal customer complaints

+ Identify required logic for additional Quality Control reports

+ Design training and prepare training program for all new Quality Control employees within the team

+ Prepare management report including exception reporting and trends

+ Provide customer service to internal and external customers.

+ Perform other duties as assigned

+ Bachelor Degree required, or equivalent work related experience

+ Minimum 10 years of experience in the commercial loan servicing industry with Quality Control experience required

+ Good Leadership and training skills required

+ Must have knowledge of BSA/AML/OFAC Laws/Regulations, understand how these obligations relate to his/her role, and comply with these laws and regulations

+ FIS/BlackKnight experience preferred

+ Familiarity with Attorney prepared Loan Documents and Syndicated credit required

+ Strong verbal and written communication skills

+ Strong organizational, analytical and problem solving skills with attention to details

+ Proficient with Microsoft suite of office products, including Word, Excel, PowerPoint

+ Ability to produce accurate and precise work, detect discrepancies and resolve discrepancies

+ Ability to adapt quickly to changes, prioritize workload and perform in a fast paced high pressure environment


Street: 9300 Flair Drive