Quality Assurance Specialist

Job Purpose: Support and implement the process of identifying discrepancies to all applicable federal, state, local laws, as well as UKFCU Policies and Procedures. This job will also categorize discrepancies as critical vs non-critical errors and System vs employee error, then oversee and report upon the time frames required to clear all discrepancies.

Essential Job Results:

Job Specific Results

• Evaluate new memberships, accounts, and originated loans to determine compliance with internal policies/procedures that conform to applicable federal and state laws and regulations.
• Maintain knowledge of current policies, procedures, and regulations while remaining up-to-date on UKFCU documentation and product requirements.
• Perform quality assurance reviews on selected product and file maintenance samples on an ongoing basis accurately and efficiently.
• Conduct a review of all documentation and systems while cross-checking core systems to ensure quality and accuracy for member service. Determine whether UKFCU staff have acted within guidelines of established authority, all compliance and regulatory requirements have been met, and the required documents have been obtained.
• Identify and note exceptions, identify factors causing exceptions, and make recommendations to correct deficiencies and modify operations to reduce exceptions.
• Produce and present exception reports to management for corrective action while identifying errors and deficiencies within core functions of the Credit Union.
• Guard against fraud and negligence by officers, employees, and members within the Retail and Loan production areas.
• Perform other job-related duties as assigned.

General Staff Results

• Maintain member and employee confidence and protect operations by keeping information confidential and sharing on a business-related, as-needed basis only.
• Engage in problem resolution by: clarifying the members and/or employees complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and accountability; and keeping the supervisor informed of problems and solutions.
• Comply with UKFCU policies and procedures by enforcing and adhering to internal UKFCU procedures and Board-established policies.
• Comply with federal, state, and local regulations and legal requirements by enforcing and adhering to requirements.
• Maintain professional and technical knowledge by: maintaining an awareness of competitors' rates and terms, industry trends, and technology; attending staff meetings; identifying opportunities to attend seminars that enhance skills and maintain knowledge of new products that could assist in improving operational effectiveness; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.
• Contribute to a team effort by accomplishing corporate and individual goals and other related results as needed.

Key Competencies

• Professionalism in all communications.
• Commitment to the Credit Union movement and philosophy.
• Integrity in all actions.
• Ability to identify the needs of the member and provide services to meet those needs.
• Accountability to established metrics and performance goals.

Minimum Requirements

• Two to five years of similar or related experience.
• High School Diploma or equivalent.
• PC spreadsheet proficiency, general word processing, ten-key calculator, and computer keyboarding experience.
• Ability to communicate with others one-on-one and in groups, fielding questions and reporting complaints.
• Ability to add, subtract, multiply, and divide all units of measure using whole numbers, fractions, and decimals with American currency while applying these concepts to practical solutions.
• Ability to compute rate, ratio, and percent with American currency while applying these concepts to practical solutions.
• Ability to define problems, collect data, establish facts, and draw conclusions while dealing with a variety of abstract and concrete variables.
• Ability to work independently while determining when a supervisor should be brought into the discussion.

Interpersonal Skills

• Ability to communicate with others one-on-one and in groups and fielding questions.
• Ability to write reports, correspondence, policies, and procedures.
• Exhibit strong communication skills and professional interaction with employees and members.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and stand; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those 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. The employee will be required to work indoors in a climate-controlled office setting. The noise level in the work environment is usually moderate.

Mental Demands

The mental characteristics necessary to competently perform this job include the occasional need to be persuasive and use good judgment; and the continuous need to use auditory perception, memory, and reasoning ability.

• The intent of this job description is to provide a representative summary of the types of results that will be required of the positions given this title, and shall not be construed as a declaration of the specific responsibilities of any particular position. Employees may be requested to perform job-related tasks other than those specifically outlined in this description.