Sales Compliance Specialist

PURPOSE & DESCRIPTION

The Specialists review customer interactions and aggregate data to provide actionable insights for various Operations, Support & Product teams.

• Help identify and trend fraudulent activity and compliance issues through interaction analysis
• Perform qualitative and quantitative analysis to understand and report on impactful trends to customer experiences and business targets
• Utilize voice analytics software to find specific call types and create custom views that add business value
• Contribute to ad hoc analytics & inspection projects that support business initiatives
• Conduct thorough and accurate audits of customer interactions and Expert performance utilizing various lead generation sources, such as machine learning models
• Process ad hoc requests assigned by Compliance leadership for supporting teams/departments
• Clearly and concisely summarize findings through verbal and written communication
• Create visual reports that help create narratives to accompany data
• Demonstrate Core Values and Leadership Principles

• Ability to handle sensitive data and discussions in a professional and discreet manner
• Strong language comprehension, verbal, and written communication skills
• Strong time management skills
• Ability to maintain productivity with minimal direct supervision
• Analytical, problem solving, outside-the-box, and solution-oriented thinking
• Technical skills and ability to learn

• Bachelor’s Degree or equivalent work experience in a relevant field
• Minimum of 6 months previous experience in compliance, fraud, legal, sales, customer service, quality or related field preferred
• Microsoft Office Suite
• Power BI knowledge (preferred)
• Demonstrated ability to consistently achieve all performance metrics

• Shifts are typically comprised of an 8-hour day at a computer workstation.
• Overtime may be required according to business needs.