Member Solutions QA Analyst

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Member Solutions QA AnalystAccountability Statement

The incumbent in this position is responsible for all facets and management of the QA program within the Member Solutions Department. This includes the creation and maintenance of the QA program and its corresponding procedures. The Member Solutions QA Analyst is accountable for the monthly call / account monitoring and testing of all QA functions associated with Consumer, Commercial & Mortgage product lines within the Member Solutions Department. This is to ensure we are monitoring a sufficient number of calls / accounts, reviewing general ledger transactions, reviewing loan transactions, Mortgages transactions, escalations, VyChat, Secured Email and other transactions that were performed by Member Solutions employees so that Member Solutions Management are able to make clear assessment in regard to the level of quality services that we provide to members, and also to assess our training needs. All Quality Assurance (QA) work results are used for each employee’s performance evaluation or for coaching purposes as well as for the performance scorecards and the incentive program.

Therefore, the Incumbent is accountable for the accuracy, completeness, and consistency of all QA work results and ensures the final product meets the regulatory agency quality standards. These agencies could include but are not limited to Equal Credit Opportunity Act (ECOA), Truth in Lending Act, Real Estate Settlement Procedures Act (RESPA), Federal Housing Adminstration (FHA), Veteran’s Affairs (VA), Fannie Mae (FNMA), Telephone Consumer Protection Act (TCPA), Servicemembers Civil Relief Act (SCRA), Fair Credit Reporting Act (FCRA), Fair Debt Collections Practice Act (FDCPA), UDAAP and Federal Bankruptcy Laws. This incumbent will work in conjunction with Member Solutions Management for tracking and resolution to all CRM and Agency case / complaints from agencies such as CFPB (Consumer Financial Protection Bureau), BBB (Better Business Bureau) & OFR (Office of Financial Regulation). The incumbent is accountable for maintaining confidentiality of information. The incumbent will, through analytical and organizational skill, produce collaborative reports as requested by Member Solutions Management. Incumbent must understand how Artificial Intelligence (AI), machine-learning, advanced data analytics, and Robotics Process Automation (RPA) can maximize efficiency, service, and lead to optimal employee and member experiences. Such results will be essential in evaluating staff adherence to KPI’s and determine training opportunities where applicable.

Essential Job Functions

• Initial point of contact for internal and external audit reviews for all employees to improve or maintain our call quality and account maintenance. If problems are noted, contacts the employee’s Supervisor or Manager, and recommends appropriate training or coaching.
• Reviews transactional history within the core systems to ensure accuracy of processing, and consistency with the member experience
• Schedules periodic call calibration to ensure the consistency of call evaluations with management team
• Assist with the preparation of monthly QC reports associated with all Consumer, Mortgage & Commercial loan functions including loan sample risk assessments.
• Performs loan application reviews for accuracy, completeness, and consistency of information. Reports the review results to the Supervisors and Managers.
• Review emails and chat transcripts to determine accuracy, completeness, and consistency of information for all VyChat trained employees. Reports the review results to the Supervisors and Managers.
• Acts as an advisor to Supervisors and Representatives for member solutions related topics by reviewing team scores and trends to effectively advise their assigned teams for improving VyStar Excellence.
• Works closely with the management team and may provide training to employees when necessary. Makes judgment as to what subject matter our employees need to be trained on based on review exceptions, call monitoring exceptions or other transaction review results.
• Maintains current information regarding credit union policies, procedures, service products, or loans and deposits related regulations as well as system updates to perform duties properly. This may include taking courses in VyStar Learning Center or attending training classes that are provided by the other departments. Attends training sessions that are hosted by other departments, in addition to other training related to our service products, policy changes, or procedure changes.
• Expected to attain proficiency in the following systems : Interact / Miser / Atlas, Appro, PSCU, Verint I360 Quality Monitoring and Reporting, CMS, Evolve, Title Tracking, Live Person, Report Retriever / Portal, NCP Statements, Smartwriter, Omega / Image Center, Laserfiche, and Microsoft Office products, including Word, Excel, Power Point, and Access.
• Maintains confidentiality and integrity of all member accounts, as well as confidentiality regarding employees’ evaluations.
• Ensures that busines operations aligns with procedure, compliance, and regulatory expectations
• Protect the agencies and VyStar Credit Union from unsatisfactory risk.
• Tracking and resolution management for all CRM and Agency case / complaints from agencies such as CFPB, BBB & OFR.
• Performs other duties as assigned.
• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.

KNOWLEDGE, SKILLS & ABILITIES

EDUCATION REQUIRED

An AA degree is required or may substitute 4 years’ experience in performing a form of quality assurance within a collection, mortgage, call center or customer service environment with a financial institution.

Continuing education via local conferences, workshops, and webinars is required for updates and or changes in the handling of the Consumer, Mortgage & Commercial loans governed federal and state regulations. Incumbent must maintain knowledge on all current requirements, industry changes and routinely share that knowledge with all staff members.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and / or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!