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GreenState Credit Union · 1 day ago

Collections Quality Assurance Analyst

North Liberty, IA

Full-time

Hybrid

Senior Level

$91K/yr - $106K/yr

5+ years exp

GreenState Credit Union is dedicated to creating lasting value for its members and communities. The Collections Quality Assurance Analyst is responsible for ensuring compliance and service excellence within the collections department, overseeing internal audits, evaluating call quality, and leading projects to improve processes and performance.

BankingFinanceFinancial Services

Responsibilities

Ensure the department operates efficiently and effectively in meeting the internal and external member’s needs

Responsible for departmental project management and will be the lead contact in all mergers and acquisitions, system upgrades, and conversions

Coordinate with other departments, and/or third-party vendors in the development and implementation of all process improvements affecting the Collections Department

Coordinates all Vendor Management activities, including contract renewals, obtaining necessary documents, and submission of all new requests for final approval by SVP/Collections & Recoveries

Develops and implement software/system test scripts and integrate workarounds to provide fixes to defined technical issues

Communicates process changes, enhancements, and modifications - verbally or through written documentation - to management, peers, staff, and other employees so that technology issues and solutions within the account resolution department are understood

Manages the timely audit of necessary data for year-end reporting documents, including but not limited to 1099C. Oversees the production and distribution of said documents by appropriate processing team

Manages KaiNexus for the Collections Department. Reviews, researches, completes necessary analytics, and compiles evaluation and recommendation for prioritization and implementation to present to Department Leader. Works closely with other Information Technology teams and other Credit Union departments; coordinating projects that need shared resources, determining and resolving any overlapping impacts on various systems, and ensuring good working relationships between all employees

Provides support and assistance during internal, state, and federal audits and examinations

Assists Leaders with various projects within the department

Supports the SVP/Collections & Recoveries and department leaders with other duties and tasks necessary to ensure the Collections Department is efficient and successful

Manages Quality Assurance process for department completing monthly call monitors for staff, scoring specific number of calls for each individual within the department, providing coaching and feedback on the effectiveness of each call

Completes monthly quality assurance reviews for support staff tasks such as case audits, Loss Mitigation applications, workflow completeness, E-Oscar compliance for notifications and response, charge-offs etc

Identifies opportunities for and participates in the development and implementation of process improvements to improve efficiency, compliance, and to reduce the opportunity for human error

Provides ongoing mentoring for staff within the department ensuring that consistent communication and support is available, including a 30/60/90-day check-in with new hires

Serves as the point of contact for all Collection complaints, including thoroughly investigating and documenting customer complaints, and if applicable, rectify any issues while complying with company policies and regulations

Responsible for completing auditing on various processes to ensure adherence to investor and GSCU policies

Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations, investor guidelines as well as GSCU policies and procedures

Qualification

Collections experienceQuality AssuranceRegulatory complianceAnalytical skillsProject managementInterpersonal skillsCommunication skillsProblem-solving skillsAttention to detailTeamwork

Required

Bachelor's degree in business or related field and/or equivalent years' experience required

Minimum 5-years' experience working in Collections or Call Center environment

Knowledge of procedures, processes, policies, and regulations as they relate to collections and areas of responsibility

Excellent interpersonal and persuasive skills necessary to gather data from multiple sources to complete projects and to represent the Credit Union in a positive way during periods of stressful member contact

Self-directed nature, ability to work independent of supervision, and ability to follow directions and meet deadlines

Positive attitude, team first focus with an emphasis on providing outstanding customer service and team support

Excellent verbal and written communication skills and attention to detail are required

Ability, availability, and willingness to work flexible hours to accomplish workload

Ability to coordinate, prioritize, and complete multiple, ongoing projects in a fast paced and collaborative environment

Ability to work independently prioritize assignments and organize work efficiently, to handle large volumes of details

Creative, adaptable, accurate, strong attention to detail, analytical skills, and problem-solving skills

Preferred

A working knowledge of compliance, consumer credit, real estate, and bankruptcy laws and regulations is preferred

Working knowledge of Telephone Consumer Protection Act (TCPA), Fair Debt Collection Practices Act (FDCPA), Fair Credit reporting Act (FCRA) Unfair Deceptive and Abusive Acts & Practices (UDAAP)