Job Description
SWBC (Southwest Business Corporation) is consistently recognized as one of the premier employers in San Antonio and has an immediate opening in our Service Center Division for an experienced, Quality Control Representative. This is an exciting opportunity for the right individual to join an energetic and seasoned team, with an established and expanding national firm.
Headquartered in San Antonio, SWBC is a diversified financial services company providing a wide range of insurance, mortgage, and investment services to financial institutions, businesses, and individuals. With offices across the country, SWBC is committed to providing quality products, outstanding service, and customized solutions in all 50 states. SWBC has been recognized annually as one of the Top Ten Best Places to Work in San Antonio.
Position Summary
Monitors and observes the document processing efforts of the Service Center and conducts quality control audits to ensure the highest degree of accuracy customer satisfaction, and compliance with company policies and procedures.
Essential Duties
- Conducts quality control audits on various reports and documents entered into the CPI system to ensure accuracy, completeness, and adherence to department standards and provides timely feedback and/or instructions on quality improvement techniques.
- Assists in the development and enhancement of training programs to improve the quality of customer service and document processing by identifying training needs, creating and distributing training materials, and conducting training presentations.
- Assists in the development and implementation of customer service and document processing quality systems and procedures to include identifying process improvement opportunities, developing and updating standard operating procedures related to quality systems in the Service Center, and providing timely feedback to management and associates.
- Provides data processing assistance with data entry and procedural inquiries.
Job Requirements
- Must have at least 3 – 5 years high-level call center, telemarketing, customer service, data entry, or related experience, one of which is in a team lead, instructional, or training capacity in an insurance or banking environment.
- Must have an Associate’s Degree in Business, Management, Communications, Marketing, related field or equivalent experience.
- Must have a working knowledge of insurance coverage and procedures.
- Must have excellent interpersonal, organizational, communication (both written and oral), and telephone etiquette skills.
- Must be able to work under sometimes stressful conditions while maintaining professionalism and enthusiasm.
- Must possess a working knowledge of personal computers to include MS Word, Excel, Internet, and AS400.
- May be required to lift 10-20 lbs. of training materials or other documents.
- May be required to stand for long periods during training sessions.
Additional Information
- SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
- Please note, SWBC does not hire tobacco users.
SWBC’s compensation package is competitive and includes the following employee benefits: 401(k) with company match, paid medical/dental health premiums for employees, Life, Long Term Disability, and Accidental Death and Dismemberment insurance policies. SWBC also provides opportunities for professional growth. To learn more about SWBC, visit our website at www.SWBC.com. If interested, please e-mail your resume through our website listed above. Only those candidates who meet the minimum requirements need apply.
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