Collections Quality Assurance Analyst

About the role

This position is responsible for ensuring compliance, consistency, and service excellence within the collections department. This role oversees the execution of internal audits, evaluates call quality, investigates and resolves member complaints, and leads or supports projects aimed at improving processes and performance.

Responsibilities

• Ensures 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.
• Collaborates 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 implements software/system test scripts and integrates 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.
• 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.
• Completes auditing on various processes to ensure adherence to investor and GSCU policies.
• Maintains thorough knowledge of and ensures compliance with applicable federal and state laws, rules, regulations, investor guidelines as well as GSCU policies and procedures.

Requirements/Expectations

• 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.
• Able to work independently, prioritize assignments and organize work efficiently, to handle large volumes of details.
• Working knowledge of compliance, consumer credit, real estate, and bankruptcy laws and regulations is preferred.
• Ability to work flexible hours to accomplish workload.
• Strong attention to detail, analytical skills, and problem-solving skills.

Job Requirements/Expectations

• 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.
• Able to work independently, prioritize assignments and organize work efficiently, to handle large volumes of details.
• Working knowledge of compliance, consumer credit, real estate, and bankruptcy laws and regulations is preferred.
• Ability to work flexible hours to accomplish workload.
• Strong attention to detail, analytical skills, and problem-solving skills.

GreenState Culture

At GreenState, our purpose is to create lasting value for our members, our communities, and one another. We empower our teams to create opportunities that strengthen financial well-being, transform lives, and enhance the vitality of the communities we serve. We know our success—now and in the future—is deeply rooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment to living our values is what brings our mission to life.

Salary and Benefits

The salary range for this position is $90,593.36 - $105,914.12 with a progressive benefit package.