Quality Assurance Methods Analyst I

The Financial Institution Reporting System (FIRSt), the LexisNexis loss payee notification service, is a complete, outsourced solution for producing and delivering lien holder, mortgagee and additional insured notices. Customers can achieve substantial savings in their loss payee notification expense by taking advantage of our economies of scale, while simultaneously reducing risk, increasing operational efficiency, improving customer service and virtually eliminating returned mail.

The Return Mail Approval work queue is the final decision authority for the distribution of our customer's loss payee notices. The goal of the Approval functions is to make consistent Resend or Reject decision based on the quality of data researched by Internet Research and Phone Research

This position will work closely with the Business Unit's Operations team members to implement transactional audit, sampling methodologies as well as check and analyze transactions to ensure accuracy, consistency and client satisfaction, as well as ensure that quality standards are met.

Accountabilities:

• Assess quality of data obtained in RM (Return Mail) for possible resend/reject of notices

• Review and pushback records that are incorrectly process in Internet and Phone research

• Utilize variety of tool in analyzing the data in RM or information gathered from internet/phone research

• Accurately resend notices to its verified mailing name and address

• Manage a working queue being processed so that productivity, accuracy, and SLA goals are met

• Track and send UIDs for returned trackers, conflicting parents and/or CLs to Approver lead to be cleaned up by FIRSt Global

• Accomplish weekly, monthly Quality Reports, as applicable

• Perform DB Cleanup to ensure accuracy of FIRSt database

• Conduct and review peer-to-peer approval audit to ensure that Approval accurately processed record based on linking guidelines

• Initiate process improvements to effectively align team's capabilities with current and future needs

• Conduct calibration sessions to ensure uniformity of understanding

• Recommend training programs necessary to drive improvement

• Develop test methods and techniques to ensure in-depth knowledge of policies and procedural guidelines

• Coaches and counsels associate as necessary

• Develop and propose new quality audit processes 

Qualifications:

• Bachelor's degree or equivalent in any field

• Ability to multi-task in a fast paced, deadline driven environment

• Strong problem-solving skills involving research and information seeking skills; asking relevant questions to draw valid conclusions and identifying impacts of decisions applying sound logic

• Must have good communication skills

• Must be in current role for 1 year

• Must not have received any Disciplinary Action within the past 12 months

• Must not have any Attendance and Punctuality issues in the past 12 months

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