At American Eagle Financial Credit Union, we’re not just offering you a job; we’re inviting you to join a team who plays a role in enriching the lives of our members and communities to create a world where financial freedom is a reality. Our team is comprised of diverse individuals with unique talents and perspectives.

We emphasize our culture above all else through an inclusive work environment where everyone feels valued, respected and empowered to bring their authentic selves to work. We prioritize the wellbeing of our team members by emphasizing psychological safety and fostering an environment where everyone is empowered as a leader. This ethos is evident in various avenues, including individual teams and specialized groups like our employee-led wellness committee, DEIB council, and One-Team Resource Groups.

In addition, our total rewards package encompasses –

• Competitive compensation packages that reflect your skills and contributions
• Health Benefits (Medical, Dental & Vision)
• A Wellness component to help you stay healthy
• A 401(k) retirement plan with a match, plus another plan that doesn’t need your contribution
• Time off to relax and recharge
• Financial support for continuous learning
• Individual Development Plans to help you grow in your career
• The opportunity to become involved in community outreach
• Be You at AEFCU through our unique dress code guidelines
• Recognize and be recognized by team members across the organization through various avenues
• Elevate your performance with our tailored incentive plans

If you’re seeking a fulfilling career where you can make a real impact as ONETEAM, then AEFCU is the place for you! Can’t wait for you to join us!

Job Title: Quality Assurance Analyst

Reports To: VP, Loan Administration

Salary Grade: NE50

Effective Date: March 2024

Position Summary:

Lending Quality Assurance is the business unit responsible for testing of key internal controls and compliance. This unit provides controls and oversight for all lending products and service in support of quality, risk management and member experience. The Quality Assurance Analyst is accountable for monitoring adherence of the Credit Union’s lending function to contractual, operational, underwriting, documentation, regulatory and service standards. This position is tasked with the identification of opportunities to improve quality and proposal of viable solutions to advance the Lending platform and institution.

Role-Specific Contributions:

• Review representative samples of completed transactions to identify errors or defects according to established loan policies, procedures and all applicable regulations. Analysis is inclusive of Real Estate, Consumer, Collections and Member Business Lending transactions.
• Identify, track and escalate gaps or deficiencies identified during the loan review process and provide a monthly report providing details of the findings to the Director, Lending Quality Assurance and Systems.
• Propose solutions to address opportunities to improve results identified in loan review process.
• Perform ongoing monitoring of lending processes, by business unit, to ensure services are delivered according to specified requirements.
• Validate adherence to lending operations business unit procedures and report any discrepancies to the Director, Lending Quality Assurance and Systems. Focal points of procedural review include Real Estate, Consumer, Collections and Loan Servicing.
• Maintain procedural review calendar to ensure procedures are updated at least annually.
• Demonstrate an in-depth understanding of the internal procedures for the Lending platform, including the ability to articulate the relationship between business processes and regulatory or other business risk mitigation.
• Develop reporting to track vendor performance against agreed upon Service Level Agreements (SLAs) and results provided to the Director, Lending Quality Assurance and Systems.
• Create and maintain adequate monitoring support documentation, such as narratives, flowcharts, process flows, and testing summaries to support the results of the reviews, including the write up of findings/issues for reporting.
• Communicate gaps and deficiencies identified on the Lending platform and escalate issues to the Director, Lending Quality Assurance and Systems on a timely basis.
• Monitor and review key loan exception reports including but not limited to accrued interest greater than payment, loans with unusual interest rates, shared secured loans and variable rate loans.
• Monitor and review monthly file maintenance reports and reporting findings.
• Review and report on loans to Insiders and their Immediate Family Members to ensure required approvals and documentation exist for these loan types. Any exceptions will be reported immediately to the Director, Lending Quality Assurance & Systems and the SVP/CLO.
• Validate monthly and quarterly results to ensure accuracy and support lending incentive programs. Collaborate with Human Resources Team to ensure timely delivery and confidentiality of data.
• Ensure that Lending activities comply with all aspects of NCUA auditing checklists as well as guidance letters and address any gaps in a timely manner.
• Conduct telephone monitoring to ensure a consistent and exceptional member experience throughout all departments of the Lending Team.
• Compile and report internal and external member complaints. Collaborate with various teams to ensure a consistent member experience.
• Assist in the development and ongoing modifications to the quality assurance monitoring scorecards used to conduct ongoing review of processes and controls.
• Handle all member information with the highest level of confidentiality and security.
• Provide excellent service to the Lending Team through professional written and verbal communication.
• Provide ongoing support to the continuous improvement process of the business unit.

Managerial Responsibilities:

None

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• This position requires 3 to 5 years equivalent work experience.
• The position requires a strong understanding of consumer and real estate credit transactions with regard to underwriting, loan structure, documentation, servicing, collections, and compliance requirements.
• Working knowledge of retail loan documentation.
• Maintain working knowledge of regulatory and industry standards and trends.
• In depth knowledge of origination, servicing, collections and performance systems.

Core Competencies:

• Member Centered – Ability to understand our internal and external members’ needs and develop products, processes and practices to create meaningful experiences that support our members’ goals.
• One Team - Collaborates to share knowledge and ideas in order to align our work in the common purpose of serving our members.
• Drive for Excellence – Understands that the Credit Union invests in developing our people to achieve organizational success and professional fulfillment. Sets high standards and hold ourselves and others accountable.
• Forward Thinking – Responsive, helpful and change ready. Approaches decisions with a future focus frame of mind.
• Transparency – Communicates in an open and honest way regarding why and how we do business. This style of communication drives collaboration, commitment and better decision making.
• Adaptive/Flexibility – Demonstrates flexibility and openness; willing to change priorities to meet changing demands.
• Coachability – Leverage feedback from managers and peers to continue to grow within the position.
• Information Seeking – Detects problems or opportunities; seeks solutions.
• Decisive – Ability to make decisions and take action.
• Persuasiveness – Ability to gain commitment from others and create impact for institution.
• Concern for Order and Quality – Ability to develop processes and to organize/analyze information.
• Analytical Thinking – Ability to understand cause and affect relationships.
• Conceptual Thinking – Ability to recognize patterns, assemble many pieces into a coherent whole, and create new ways to look at things and draw conclusions.

Other Skills and Abilities:

Computer literacy at the Microsoft Office level required. The individual must have a professional bearing and high level of organizational skills. Self-starter and strong prioritization skills are a plus.

Certificates, Licenses and Registrations:

None.

Language Skills:

Able to read and understand policy manuals and related procedures. Ability to develop rapport based on good listening skills combined with true empathy. Uses open-ended questions to bring out broadest set of financial needs. Able to organize and summarize pertinent data and present it graphically and in spreadsheet formats.

Mathematical Skills:

Able to handle moderate level business mathematics.

Reasoning Ability:

Able to interpret and apply policies, determine exceptions, and recommend action as appropriate to risk/return trade-offs. Must possess solid problem-solving skills and a high attention to detail.

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 position. Reasonable accommodations may be made to enable individuals to perform the essential functions. While performing the duties of this position, the employee is regularly required to sit, use hands to finger, handle, or feel, reach with hands and arms, and talk and hear. Specific vision abilities required by this job include close and far vision, color vision, and ability to focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals to perform the essential functions. The noise level in the work environmental is usually moderate.

Mental Demands:

The mental characteristics necessary to competently perform this job include the need to use persuasiveness, problem solving, resourcefulness, precision, creativity, use numeric calculations, and the ability to multi-task and work in a stressful, fast paced environment.

AEFCU is an Equal Opportunity Employer Veterans/Disabled