About the role

AI summarised

The Assistant Vice President, Collection AI Integration Specialist at a bank is responsible for integrating Generative AI into collection operations, focusing on monitoring AI-generated reports, managing call quality, and driving continuous improvement. The role involves analyzing AI outputs to enhance agent performance and customer experience, while also handling student loan reporting and queries.

BusinessFull-timeGeneral

Key Responsibilities

Conduct thorough reviews of monitoring reports generated from the Gen AI-powered Models.
Assess agents' performance, identify opportunities for improvement, and ensure effectiveness.
Perform call monitoring and review of automated QA reports to critically analyze call Quality Assurance (QA) reports generated by Gen AI, identifying trends, flagging anomalies, reviewing calls, and ensuring consistent adherence to quality standards.
Translate insights derived from these reports into actionable improvements for call quality.
Collaborate with relevant teams to implement enhancements and improvements identified through report analysis, ensuring that the adoption of Gen AI directly contributes to a superior customer experience.
Proactively identify opportunities for process optimization, standardization, and automation within the call quality management framework, leveraging Gen AI capabilities.
Perform periodic reporting to MOE, submission of cases for proposal for write off, reconciliation and handling of ad-hoc queries

Requirements

Bachelor's degree in Business, Finance, Data Science, or a related field.
Minimum of 8 years of experience in collections, risk management, or a related field within the banking or financial services industry.
Proven experience in call quality management and monitoring.
Strong analytical skills with the ability to interpret complex data and generate actionable insights.
Experience with AI or machine learning tools, particularly in a business application context.
Excellent communication and collaboration skills to work effectively with cross-functional teams.
Proficiency in Microsoft Office Suite, especially Excel and PowerPoint.
Knowledge of student loan regulations and reporting requirements is a plus.
Ability to manage multiple priorities and work in a fast-paced environment.
Detail-oriented with a focus on accuracy and compliance.