Quality Assurance Specialist, Account Resolutions
Current- Manages Quality Assurance process for Account Resolution Department completing monthly call monitors for all Account Resolution Specialists.- Completes monthly quality assurance reviews for support staff tasks.- Assists in the development and revision of Account Resolution Department procedures and policies that ensure compliance with all applicable laws, regulations, and credit union policies and procedures. - 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.- Completes due diligence for all states identified for lending to ensure our department is compliant with state specific collection regulations including but not limited to notifications, default, repossession, remarketing, and foreclosure.- Ensures the accuracy and timely update of information related to Account Resolution Department in Knowledge Base articles.- Plays a lead role in developing, coordinating, and conducting training for Account Resolution Department.- Documents and distributes notes of all discussions and activities from departmental meetings.- Coordinates and leads interdepartmental and branch training or job shadowing.
