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Coordinator, Compliance
Sirius XM
Washington, DC, United States
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Position Summary:
The Compliance Coordinator will be responsible for supporting the validation and verification of the SiriusXM Compliance Program. The responsibilities include daily production management, monitoring and calibrations with internal SXM management as well as third party vendors
Duties and Responsibilities:
• Monitor inbound and outbound phone calls to understand compliance with call handling, policy and process by vendor enterprise.
• Manage and provide continuous improvement of a consistent and responsive Compliance standard across SiriusXM Listener Inbound Care & Sales.
• Support vendor management and call centers in meeting needs identified to drive compliance utilizing the necessary support functions; Program Management, Training & Knowledge, Reporting, Workforce Management and Desktop Strategy.
• Identify and articulate compliance standards for the field.
• Identify issues impacting performance and creates actions around analytical insights.
• Identify key metrics and reporting requirements to the reporting teams needed to track compliance performance.
• Quickly gain a clear understanding of the current outlier and verification processes plus the systems / reporting/processes / teams that are involved.
• Develop expertise in this program -- proactively identifying potential issues, then help facilitate resolution to avoid or minimize negative impact.
• Collaborate effectively with cross-functional team members on each initiative.
• Recommend improvements to reporting, processes, vendor processes/systems for inclusion in the program roadmap.
• Communicate proactively with key stakeholders, including regular updates on initiatives.
• Contribute effectively across functions and partners gaining trust, respect, and support from internal team members, key stakeholders, and external counterparts.
Supervisory Responsibilities:
• None.
Minimum Qualifications:
• Prior experience managing Quality and/or Compliance, a plus.
• Experience in customer service call center or equivalent providing support for call center programs and projects a plus.
• Organizational skills critical and ability to document process and procedures.
Requirements and General Skills:
• Good public speaking and presentation skills.
• Interpersonal skills and ability to interact and work with staff at all levels.
• Excellent written and verbal communication skills.
• Ability to work independently and in a team environment.
• Ability to pay attention to details and be organized.
• Ability to project professionalism over the phone and in person.
• Commitment to "internal client" and customer service principles.
• Willingness to take initiative and to follow through on projects.
• Spelling, grammar, proofreading and editing skills.
• Creative writing ability.
• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.
• Must have legal right to work in the U.S.
Technical Skills:
• Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).
Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.