Job Category: Quality Control
Requisition Number: QUALI002408
- Posted: October 7, 2021
Showing 1 location
East Lansing, MI 48823, USA
This position is responsible for the development and execution of a comprehensive quality control program designed to ensure the Credit Union complies with laws, regulations, and internal policies. The quality control program includes a variety of independent reviews covering Credit Union loans, accounts, and transactions. The position will provide feedback on Credit Union processes based on the results of the department’s reviews to identify and mitigate risks or compliance concerns, test effectiveness of controls, ensure compliance with regulatory and internal requirements, and assess if the Credit Union is operating within established risk levels. This position will also oversee the Credit Union’s member complaint management program. This position is part of the Credit Union’s second line of defense and is integral in supporting a culture of compliance across the organization. The position is also responsible for the direction and supervision of Quality Control staff and includes selection, training, coaching, motivating, evaluating, and facilitating career development.
Essential Duties and Responsibilities
Quality Control Manager I:
- Directly supervises the Quality Control Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
- Responsible for interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems.
- Creates annual and quarterly Quality Control Plans used to direct and prioritize department initiatives
- Directs quality control staff in the review of member accounts, loans, transactions, file maintenance changes, dormant account activity, user access and privileges to ensure items are processed in accordance with relevant policies, procedures, laws, regulations, and industry requirements.
- Manages the quality control staff in the identification, development, and documentation of quality control issues and recommendations for improvement. Discusses deficiencies, recommends corrective action, and suggests improvements in operations to achieve organizational efficiencies.
- Provides periodic written reports and recommendations to management and the Board of Directors regarding the status of the credit union’s compliance with rules and regulations and related risks.
- Oversees the Credit Union’s member compliant management program ensuring complaints are identified, documented, investigated, addressed, and retained in accordance with laws, regulations, and Credit Union policy.
- Responsible for building a solid and positive working relationship with relevant vendors and business partners.
- Responsible for obtaining current vendor due diligence information at least annually, reviewing third-party vendor performance monthly, and pro-actively developing or redefining existing third-party relationships on an as-needed basis.
- Ensures Leadership is informed of all trends and issues including, but not limited to compliance or policy violations, errors, or other concerns identified
- Stays informed of all laws, regulations, and other information that affect the credit union’s operations including NCUA, CFPB, FFIEC and other regulatory guidance.
- Responsible for the achievement of organizational and department goals and objectives by providing leadership, direction, ongoing training and coaching of employees that encourages the achievement of department goals and objectives.
- Responsible for evaluating and defining quality control department system capabilities. Seek out technology and training that will positively impact the productivity, efficiency, and regulatory compliance requirements of the Quality Control team.
- Assists in developing and maintaining metrics and quality control measurements to monitor and analyze department performance and trends, anticipate problems, and find proactive solutions for issue remediation.
- Implements strategic improvements to all departmental reviews to ensure ongoing compliance and risk management of Credit Union products, services, and processes.
- Oversees the scheduling of all Quality Control staff, assures proper coverage at all times, monitors and controls overtime. Ensures employee training is completed and conducts periodic meetings.
- Makes recommendations to update policies, procedures and products to meet regulatory requirements.
- Plans, organizes, directs, and maintains an organizational structure to effectively accomplish goals and objectives. Develops short- and long-range department goals, objectives, policies, and operational procedures.
- Provides input into the strategic planning and annual budget for the Quality Control Department
- Coaches and mentors employees, including but not limited to establishing goals and objectives, providing feedback on recovery efforts and performance; maintain a schedule of periodic coaching sessions and quarterly career development meetings.
- Monitors staff performance development to ensure the timeliness and quality of the feedback staff receives. Makes recommendations for salary increases.
- Oversees the creation of goals and objectives for each staff member.
- Participates in training activities within the department and with the learning and talent development department; such training helps to ensure employee compliance with credit union policies and state and federal regulations and laws.
- Attends conferences, webinars, etc. to stay current on regulatory and legislative issues.
- Contributes to community involvement efforts by volunteering to represent the Credit Union at such activities or serve on committees or boards as appropriate
- Works independently with limited supervisory direction, using knowledge, judgment, and resources to address unfamiliar situation affecting the Quality Control Department
- Performs other duties as assigned.
Senior Quality Control Manager:
- All of Compliance Manager duties and responsibilities.
- Perform all tasks consistently, accurately, and at a highly professional level.
- Demonstrates an expert-level knowledge of Credit Union policies and procedures.
- Demonstrate the ability to accept increasingly complex duties and responsibilities and perform additional duties to a satisfactory level.
Knowledge, Skills, and Abilities
Quality Control Manager I:
- The position requires a bachelor’s degree. A business-oriented or legal discipline is preferred.
- Relevant compliance certifications are strongly preferred.
- Extensive knowledge of all laws, regulations, and industry rules affecting credit unions is required.
- Extensive knowledge of Credit Union products, services, and delivery channels is required.
- Minimum of three years of experience in compliance management or related fields; financial institution background preferred.
- Ability to read, comprehend and analyze the impact of regulations, legislation and case law, and to clearly present the impact of these verbally or in writing to the appropriate individuals.
- Strong analytical and problem solving skills.
- Extensive skill in planning and project management and ability to meet multiple deadlines.
- Excellent written and verbal communication and interpersonal skills required to effectively work with vendors, outside regulatory agencies, credit union management and other personnel.
- Skill in using a computer with word processing, spreadsheets, transaction processing systems, and other business software to prepare reports, memos, summaries and analyses.
- Must possess high level of sensitivity and confidentiality
Senior Quality Control Manager:
- All of Senior Compliance Manager knowledge, skills, and abilities.
- Ability to analyze and resolve increasingly complex problems at a satisfactory level.
- Demonstrates an expert-level knowledge of Credit Union regulatory requirements, typically demonstrated by professional certification and experience.
Physical Demands and Work Environment
- Required to sit, stand, walk; talk and hear; and ability to touch and interact with office equipment
- Ability to lift up to 50 pounds
- Normal office environment where there is minimal discomfort due to temperature, dust, noise and other factors
- Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)