Member Solutions QA Analyst

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees.  Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Member Solutions QA Analyst

Accountability Statement

The incumbent in this position is responsible for all facets and management of the QA program within the Member Solutions Department. This includes the creation and maintenance of the QA program and its corresponding procedures. The Member Solutions QA Analyst is accountable for the monthly call/account monitoring and testing of all QA functions associated with Consumer, Commercial & Mortgage product lines within the Member Solutions Department. This is to ensure we are monitoring a sufficient number of calls/accounts, reviewing general ledger transactions, reviewing loan transactions, Mortgages transactions, escalations, VyChat, Secured Email and other transactions that were performed by Member Solutions employees so that Member Solutions Management are able to make clear assessment in regard to the level of quality services that we provide to members, and also to assess our training needs. All Quality Assurance (QA) work results are used for each employee’s performance evaluation or for coaching purposes as well as for the performance scorecards and the incentive program.
Therefore, the Incumbent is accountable for the accuracy, completeness, and consistency of all QA work results and ensures the final product meets the regulatory agency quality standards. These agencies could include but are not limited to Equal Credit Opportunity Act (ECOA), Truth in Lending Act, Real Estate Settlement Procedures Act (RESPA), Federal Housing Adminstration (FHA), Veteran’s Affairs (VA), Fannie Mae (FNMA), Telephone Consumer Protection Act (TCPA), Servicemembers Civil Relief Act (SCRA), Fair Credit Reporting Act (FCRA), Fair Debt Collections Practice Act (FDCPA), UDAAP and Federal Bankruptcy Laws. This incumbent will work in conjunction with Member Solutions Management for tracking and resolution to all CRM and Agency case/complaints from agencies such as CFPB (Consumer Financial Protection Bureau), BBB (Better Business Bureau) & OFR (Office of Financial Regulation). The incumbent is accountable for maintaining confidentiality of information. The incumbent will, through analytical and organizational skill, produce collaborative reports as requested by Member Solutions Management. Incumbent must understand how Artificial Intelligence (AI), machine-learning, advanced data analytics, and Robotics Process Automation (RPA) can maximize efficiency, service, and lead to optimal employee and member experiences. Such results will be essential in evaluating staff adherence to KPI’s and determine training opportunities where applicable.

 Essential Job Functions

• Initial point of contact for internal and external audit reviews for all employees to improve or maintain our call quality and account maintenance.  If problems are noted, contacts the employee’s Supervisor or Manager, and recommends appropriate training or coaching.
• Reviews transactional history within the core systems to ensure accuracy of processing, and consistency with the member experience
• Schedules periodic call calibration to ensure the consistency of call evaluations with management team
• Assist with the preparation of monthly QC reports associated with all Consumer, Mortgage & Commercial loan functions including loan sample risk assessments.
• Performs loan application reviews for accuracy, completeness, and consistency of information.  Reports the review results to the Supervisors and Managers. 
• Review emails and chat transcripts to determine accuracy, completeness, and consistency of information for all VyChat trained employees.  Reports the review results to the Supervisors and Managers. 
• Acts as an advisor to Supervisors and Representatives for member solutions related topics by reviewing team scores and trends to effectively advise their assigned teams for improving VyStar Excellence.
• Works closely with the management team and may provide training to employees when necessary.  Makes judgment as to what subject matter our employees need to be trained on based on review exceptions, call monitoring exceptions or other transaction review results. 
• Maintains current information regarding credit union policies, procedures, service products, or loans and deposits related regulations as well as system updates to perform duties properly. This may include taking c