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  • Denver, CO

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Quality Assurance Specialist

Westerra Credit Union • Denver, CO

Posted 6 days ago

Job Snapshot

Degree - High School
Other Great Industries
QA - Quality Control


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Job Description

The Quality Assurance Specialist is responsible for performing account & loan audits for member account and loan documents.  This includes but is not limited to account opening, loan origination, loan underwriting, loan funding, account & loan servicing, charge off and recovery.  A part of this analysis is to ensure processes and documents are in accordance with company policies and procedures as well as state and federal regulations. 

This position is also responsible for performing a quality review of staff for these functions, by conducting call recordings.  Also providing the results and recommendations regarding quality improvement opportunities to support on-going training and coaching initiatives as well as ensuring calls are in compliance.

Essential Functions:

Performs quality review audits for member account, consumer, mortgage and commercial loan products to ensure compliance is met according to organizational policies and State and Federal regulations as well as NCUA guidelines. 

Review and evaluates the performance of front line, lending and servicing staff by performing audits as well as call monitors for member contact positions within the organization.   

Reviews and studies policies and procedures to ensure the appropriate quality controls are in place for account and loan origination, servicing and member service related areas of the organization. Completes procedure audits for these areas. 

Provides department leaders with results of procedure audits and recommendations to ensure adherence. 

Works directly with Quality Assurance manager ensuring accurate and consistent scoring methodologies are in place, providing recommendations to improve the quality of calls and business processes through training, coaching, scripting, processes and workflows.     

Provides relevant and appropriate communications to department leaders with specific findings.  Identifies training needs and recommends process improvements.  

High School Diploma, GED or equivalent work experience required
A minimum of 2+ years of similar or related experience
Knowledge of real estate and consumer loan processing and loan documentation.
Knowledge of state and federal regulations pertaining to lending is preferred.

Financial institution experience preferred. 

Skills and Abilities:
Must be proficient in MS Word, Excel, Power Point and the Internet
Excellent verbal and written communication skills required
Strong attention to detail

Job ID: 1098
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