Loan Quality Assurance Specialist - Harrisburg, PA

About the role

The Quality Assurance Specialist performs 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 team members.

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.
• 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 and responds to inquiries relating to his/her particular area, or to requests from customers and other personnel, within given time frames and established policy.
• Distributes various reports, including monthly reconcilement reporting and weekly outstanding exception reports.
• Performs duties of the Quality Assurance Representative as needed.

Requirements

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

Skills

• 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 Used

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

Benefits

• 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 and paid holidays.
• Disability insurance coverage.
• Parental leave.
• Employee assistance program.
• Tuition reimbursement.
• Mentorship programs and individualized development and career counseling.
• Access to Mid Penn University courses and development programs.

Pay

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.