Collections Quality Control & Improvement Analyst

Collections Quality Control & Improvement Analyst

What We Need

FLEETCOR is currently looking to hire a Collections Quality Control and Improvement Analyst. This person will be responsible for ensuring the accuracy and compliance of collections and fraud prevention processes within the Risk organization for North America Fuel. This role involves conducting detailed reviews, audits, and analysis to maintain the integrity of these critical functions, as well as process mapping and requirements writing to support operational and customer experience improvement opportunities.  This position reports into the Vice President of Risk Operations.

How We Work

As a Risk Operations, Quality Control and Improvement Analyst you will be expected to work in a hybrid environment. FLEETCOR will set you up for success by providing:

• Assigned in home office set up and in home set up
• Company-issued equipment + remote access
• Formal, hands-on training

Role Responsibilities

The responsibilities of the role will include:

Quality Assurance:

• Conducting regular audits of collections and fraud prevention processes to identify discrepancies, errors, inefficiencies, training opportunities, and process improvement needs, including call recordings, application fraud reviews, transaction fraud cases, and network adjustment cases (disputes, chargebacks)
• Developing and maintain quality control procedures to ensure adherence to regulatory standards and company policies.
• Reviewing collections and fraud prevention activities and individual employee performance to identify trends, anomalies, potential issues, preventative measures, and corrective actions.

Documentation and Reporting:

•  Maintaining comprehensive records of quality control findings and actions taken.
• Preparing and delivering regular reports on the status of collections and fraud prevention processes to management.
• Providing employee-level quality review data to be used for performance management and incentive scorecards.
• Creating end-to-end process maps and user documentation to ensure business continuity and baseline areas of improvement.
• Partnering with management to provide business requirements for product enhancements and process transformation.

Training and Communication:

• Providing training and guidance to collections and fraud prevention teams to improve their understanding of quality control measures.
• Staying updated on industry best practices and regulatory changes, and share knowledge with the team.
•  Collaborating with cross-functional teams to enhance the effectiveness of collections and fraud mitigation strategies, including new product launches, go-to-market strategies, and customer experience initiatives.

Qualifications & Skills

Required:

• 5-10 years of experience in collections or fraud prevention.
• Knowledge of industry regulations, compliance requirements, and best practices.
• Exceptional attention to detail and analytical skills.
• Excellent written and verbal communication skills, and presentation abilities.
• Proficiency in data analysis tools and software, particularly MS Excel
• Strong problem-solving skills and the ability to drive process improvements.

Preferred:

• Bachelor's degree in business, finance, risk, or a related field
• 3-5 years of experience in process improvement and quality control
• Certification in process improvement such as Lean or Six Sigma
• Certification in fraud prevention such as CFE

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

 Our Company & Purpose

FLEETCOR is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses.  Since 2000, FLEETCOR has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, FLEETCOR is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.   

We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people.  These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.

FLEETCOR is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:

• Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
• Empowering our people to share their experiences and ideas through open forums and individual conversations
• Valuing each person’s unique perspectives and individual contributions.

Embracing diversity enables our people to “make the difference” as FLEETCOR and its more than 8,000 employees continue to shape the future of global payments. Learn more by visiting www.FLEETCOR.com or following FLEETCOR on LinkedIn.

Equal Opportunity/Affirmative Action Employer

FLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

#LI-SF1

#LI-Hybrid