TITLE: ANALYST I - ACCOUNT SERVICING QCSTATUS: NON-EXEMPTREPORTS TO: SUP - SERVICE OPS AND LENDINGDEPARTMENT: SERVICE OPS AND LENDING QCJOB CODE: 11661PAY RANGE: $35.61 - $40.00 HOURLY GENERAL DESCRIPTION:Under the direction of the Quality Control Manager and Quality Control Supervisor, the Analyst II– Service Ops and Lending QC (SOLQC) is responsible for executing audit consultations, control investigations, and root cause analysis reviews, including operations, applications, operating systems, database systems, and telecommunications relating, but not limited to, the Account Servicing and Service Operations management departments. This includes working with information technology and account servicing and service operations personnel to identify risks, communicate and collaborate with management on observations and recommendations to strengthen controls, draft reports with observations and recommendations, and document work performed.This position is responsible for maintaining best practices in compliance and supporting the SOLQC team in managing accurate and complete reporting data on all reviews. This individual will assist the SOLQC Supervisor and Manager in ensuring the credit union does not suffer any regulatory violations, monetary loss, or damage to its reputation due to non-compliance in lending and service regulations. Demonstrates strong understanding of QC management plan requirements, process management skills, and critical thinking abilities. TASKS, DUTIES, FUNCTIONS:Preforms, development and testing of first line monitoring testing, call monitoring for internal and external staff, and preparing reports for Business departments.Assist with updating the Quality Control and Assurance policies, procedures, and processes in accordance with changes to federal and state regulations, investor guidelines and internal policies and procedure. Drive Quality Control and Assurance process improvements to deliver a robust Quality Control Plan for the Products Quality Control business unit (i.e., paperless, automated, and technological improvements).Responsible for working with Account Servicing, Payment Services, Service Operations, Member Care, and Financial Investigation leadership to develop well-thought out and balanced audit checklists that cover regulatory findings, failed audit improvements, operational gaps, gaps in procedures, and protecting member experiences.Responsible for new project intake and management. Ensures target deadlines are met and communicates challenges and obstacles. Delivers solutions to ensure recent reviews are onboarded and transitioned to Quality Control as smoothly as possible.Responsible in assisting with the on-boarding and training of staff as well as training Account Servicing Quality Control technicians on new reviewsResponsible for creating and maintaining current internal job aids.Maintains and organizes Second Look software customization and modification requests. Excel in written and oral communication to Account Servicing, Payment Services, Servies Operations, and Financial Investigation on potential updates and changes affecting the Second Look software and current audit checklists. Excel in written and oral communication to partner with TENA, vendor on potential updates and changes affecting current audit checklists. Performs test on said updates to ensure requested changes populate in respective audit checklists as intended.Import Account Servicing, Service Operations, Payment Services, and Financial Investigation files into Second Look at the beginning of each month for the Quality Control Technicians to review, ensuring the team has work at the beginning of the month to review. Imports Account Servicing, Service, Operations, and MSOC files for review in following standard level agreement percentages (i.e., 10% or statistical sampling).Provides support in reviewing individual and department-wide productivity. Analyze current benchmark and turn times to determine if adjustments to current benchmarks are appropriate. Develops action plans to decrease redundancies or increase efficiencies. Aligns the team on updates and addresses any questions or concern the team may have.Supports the compliance review of, but not limited to, ACH and Wires, Consumer Loans Servicing, Item Processing, Checking Operations, Deposit Account Servicing, and Member Care products and services. Performs first line monitoring and regular monthly reviews utilizing Second Look software, work assignments, and the QC Productivity Dashboard, and other application and online forms as required.Present weekly and monthly First Line Review to management, ensuring discrepancies are investigated, reconciled, and tracked and remediated. Also, provide error tracking and trend reports to management as well as additional reports by collecting, analyzing, and summarizing information. Produce accurate and reliable information for decision-making.Attend regular meetings with supervisors and managers to discuss QC findings, stay informed of revisions to policy and procedures, and make suggestions to drive process improvements.Formulate complex monthly Quality Control Reports on file reviews and team Productivity Scorecard by collecting, analyzing, and summarizing information and produce accurate and reliable information for decision-making. Apply knowledge is all servicing areas such as: collections, loss mitigation, foreclosure, repossessions, bankruptcies, litigation, and loan administration.Maintain a general understanding of state and federal laws and regulations related to credit union servicing compliance including SCRA, FDCPA, TCPA, FCRA, BSA, RESPA, Collections, Bankruptcy Loss Mitigation, Foreclosure, appropriate to the position, and Credit Union Corporate/Board Policies.Analyze testing results to identify trends/anomalies, provide feedback and suggestions on potential process enhancements to improve business unit compliance.Track and validate management corrective actions and enhanced business processes in addressing findings from compliance reviews.Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position; also ensure compliance with policies, procedures, and regulations.Performs all other related duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required to proofread, review, summarize, and report on complex government rules, regulations, and guidance.Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS:INTERNAL: Credit union management and all levels of staff.EXTERNAL: Vendors. QUALIFICATIONS:1. EDUCATION: Bachelor’s degree in business administration is required, additional experience may be considered in lieu of a degree. Credit Union Compliance Expert (CUCE) or Certified Mortgage Quality Control Specialist is preferred. High School diploma is required.EXPERIENCE: Five plus years’ experience in regulatory compliance, mortgage quality assurance or a quality control function is preferred. Five years or more in a related field such as loan processing, underwriting, loan servicing, project management, process improvement, mortgage loan operations, and complaint resolution is required. Demonstrate competency in and passion for compliance activities and process improvement.KNOWLEDGE/SKILLS: Knowledgeable of federal regulations (Truth in Lending, FCRA, ECOA, Fair Lending and Reg. AA), state laws with a special emphasis on Fannie Mae and FHA regulations and guidelines. Sound knowledge of agency requirements for quality control and quality assurance plans. Ability to communicate at a management level (oral and written) and work well with others in a dynamic team environment.Strong foundation in credit union philosophy, member service, and operational processes.Ability to work effectively and collaboratively within the department with business unit owners, and others outside of the credit union.Strong problem solving, credit union operations and organizational skills with the ability to present information logically.Ability to communicate at a management level (oral and written) and work well with others in a dynamic team environment.Ability to multi-task effectively and meet deadlines with limited supervision.Demonstrated ability to think critically and analyze and communicate complex information to all levels of management and staff.Proficiency in Microsoft Word, Excel, and PowerPoint as well as Adobe Acrobat Pro and SharePoint. PHYSICAL REQUIREMENTS:Prolonged sitting throughout the workday with occasional mobility required.Corrected vision within the normal range.Hearing within normal range. A device to enhance hearing will be provided if needed.Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.Occasional long work hours may be required to accomplish tasks. LICENSES/CERTIFICATIONS:Credit Union Compliance Expert (CUCE) or equivalent desired but not required. THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES. REV. 4/26/2024