Senior Collections QA Analyst

Responsibilities

• Ensures the department operates efficiently and effectively in meeting the internal and external member’s needs.
• Responsible for departmental project management and leads contacts in all mergers and acquisitions, system upgrades, and conversions.
• Collaborates with other departments and/or third-party vendors in developing and implementing process improvements affecting the Collections Department.
• Coordinates Vendor Management activities, including contract renewals, document acquisition, and request submissions for final approval by SVP/Collections & Recoveries.
• Develops and implements software/system test scripts and integrates workarounds to address defined technical issues.
• Communicates process changes, enhancements, and modifications - both verbally and in writing - to management, peers, staff, and other employees.
• Manages the timely audit of necessary data for year-end reporting documents, including 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 recommendations for prioritization and implementation to present to Department Leader.
• Supports and assists during internal, state, and federal audits and examinations.
• Assists Leaders with various projects within the department.
• 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 reduce the opportunity for human error.
• Provides ongoing mentoring for staff within the department ensuring consistent communication and support, including a 30/60/90-day check-in with new hires.
• Serves as the point of contact for all Collection complaints, thoroughly investigating and documenting customer complaints, and if applicable, rectifying 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.

Qualifications

• 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 represent the Credit Union positively 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.
• Ability, availability, and willingness to work flexible hours to accomplish workload.
• Ability to coordinate, prioritize, and complete multiple, ongoing projects in a fast-paced and collaborative environment.
• A working knowledge of compliance, consumer credit, real estate, and bankruptcy laws and regulations is preferred.
• Working knowledge of Telephone Consumer Protection Act (TCPA), Fair Debt Collection Practices Act (FDCPA), Fair Credit reporting Act (FCRA), Unfair Deceptive and Abusive Acts & Practices (UDAAP).
• Ability to work independently, prioritize assignments, and organize work efficiently, to handle large volumes of details.
• Creative, adaptable, accurate, strong attention to detail, analytical skills, and problem-solving skills.

Pay

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

Schedule

Flexible hours to accommodate workload.