Quality Assurance Specialist

A great banking experience starts with a great team!  Mid Penn Bank is actively seeking a Quality Assurance Specialist in Harrisburg, PA.

We believe that our ongoing success depends upon a skilled, satisfied, and valued work force. As a member of our team, you can expect opportunities to develop your skills to help you excel in your role and achieve your professional career goals. We offer a comprehensive range of flexible benefits to support your personal and financial well-being. Our inclusive culture encourages all employees to share ideas, collaborate, and contribute to the values that make us a winning team for our customers, shareholders, and communities. 

Position Overview

The Quality Assurance Specialist is responsible for performing a variety of duties to ensure proper setup of new customers and accounts.  As an integral member of the operations team, this individual will review new customers, new accounts, account maintenance, and related transactions to ensure completeness and accuracy.  The Quality Assurance Specialist will also assist department management with tasks and duties to support department operations including being a resource to new and/or less experienced members of the team.

Essential Duties and Responsibilities

• Reviews and verifies accuracy of new account setup on core servicing system.
• Reviews and verifies account documentation files; checks files for accuracy, reviews checklist for all documents needed, documents exceptions as needed, clears exceptions upon receipt and verification of requested documentation.
• Documents and reports errors identified.
• Makes recommendations for workflow improvements and ways to enhance efficiency and effectiveness.
• Coordinates specific work tasks with other personnel within the department as well as with other departments to ensure the smooth and efficient flow of information.
• Completes departmental reconcilements; researches outstanding related exceptions; escalates outstanding exceptions as needed to resolution.
• Mentors and provides guidance to new and/or less experienced members of the team.
• Reviews new customer and new account setups on core servicing for proper setup.
• Reviews account documentation and account maintenance for accuracy and completeness.
• Completes departmental reconcilements and escalates exceptions to get resolved.
• Performs duties of the Quality Assurance Representative as needed.
• Ensures proper coding of new accounts on the system.
• Safeguards that documentation for new customers and accounts is obtained and completed accurately.
• Confirms that maintenance completed is done appropriately and accurately.
• Handles direct communications with customers to ensure quality service. 
• Handles customer telephone calls.  
• Responds to inquiries relating to his/her particular area, or to requests from customers, other personnel, etc., within given time frames and within established policy.
• Distributes various reports which may include any of the following:
• Monthly Reconcilement reporting
• Weekly outstanding exception reports.

Education & Qualifications

• A high school diploma or equivalent with an emphasis in a business curriculum.  College degree preferred.
• A minimum of five (5) years related experience normally required.

Skill(s)

Proficient reading, writing, grammar, and mathematics skills; proficient interpersonal relations and communicative skills; knowledge of new account and maintenance processing; proficient PC skills, including knowledge of Microsoft Word, Excel and Access; ability to sit, stand, walk, bend, stoop, reach with hands or arms, use hands to manipulate objects, handle or feel, and lift items weighing 20 lbs. or less; visual, auditory and speaking skills.

Equipment/Machines

• Telephone
• PC/Computer keyboard
• Printer
• Calculator
• Fax machine
• Copy machine 

Pay Transparency

We set standard salary ranges for our roles based on the position, function, and responsibilities, as benchmarked against similarly sized companies in our industry. Specific compensation offered will be determined based on a combination of factors including the candidate’s knowledge, skills, depth of work experience, and relevant licenses/credentials. The salary range may vary based on geographic location.

Benefits

Mid Penn Bank offers a comprehensive benefits package to those who qualify. This includes medical plans with prescription drug coverage; flexible spending account, dental and vision insurance; life insurance; 401(k) program with employer match and employee stock purchase plan; paid time off, paid holidays; disability insurance coverage, parental leave; employee assistance program, and tuition reimbursement.  

In addition, all employees are eligible to participate in mentorship programs, receive individualized development and career counseling, and participate in Mid Penn University courses and development programs.   

EEO Statement

Qualified applicants are considered without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, genetic information, pregnancy, disability, or protected veteran status. We also comply with all applicable laws governing employment practices and do not discriminate on the basis of any unlawful criteria. 

Equal Opportunity Employer–Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity

Sponsorship Statement

As a condition of employment, individuals must be authorized to work in the United States without sponsorship for a work visa by Mid Penn Bank currently or in the future.