Collections Quality Assurance Analyst

Position Summary

POSITION SUMMARY:

This position is responsible for ensuring compliance, consistency, and service excellence within the collections department. This role oversees the execution of internal audits, evaluates call quality, investigates and resolves member complaints, and leads or supports projects aimed at improving processes and performance. By monitoring adherence to regulatory requirements, internal policies, and customer service standards, the specialist helps mitigate risk, enhance operational efficiency, and uphold the credit union's commitment to member satisfaction and ethical collections practices.

GREENSTATE CULTURE:

At Green State,our purpose is to create lasting value for our members, our communities, and one another. We empower our teams to create opportunities that strengthen financial well‑being, transform lives, and enhance the vitality of the communities we serve. We know our success—now andin the future—isdeeplyrooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment tolivingour values is what brings our mission to life.

Salary range for this position is $90,593.36 - $ with a progressive benefit package. This is an onsite position in North Liberty, IA with the ability for hybrid after 6 months.

Performs essential duties and responsibilities in the following areas which may include but are not limited to those listed and are subject to change.

• Ensure the department operates efficiently and effectively in meeting the internal and external member’s needs.
• Responsible for departmental project management and will be the lead contact in all mergers and acquisitions, system upgrades, and conversions.
• Coordinate with other departments, and/or third‑party vendors in the development and implementation of all process improvements affecting the Collections Department.
• Coordinates all Vendor Management activities, including contract renewals, obtaining necessary documents, and submission of all new requests for final approval by SVP/Collections & Recoveries.
• Develops and implement software/system test scripts and integrate workarounds to provide fixes to defined technical issues.
• Communicates process changes, enhancements, and modifications - verbally or through written documentation - to management, peers, staff, and other employees so that technology issues and solutions within the account resolution department are understood.
• Manages the timely audit of necessary data for year‑end reporting documents, including but not limited to 1099C. Oversees the production and distribution of said documents by appropriate processing team.
• Manages Kai Nexus for the Collections Department. Reviews, researches, completes necessary analytics, and compiles evaluation and recommendation for prioritization and implementation to present to Department Leader. Works closely with other Information Technology teams and other Credit Union departments; coordinating projects that need shared resources, determining and resolving any overlapping impacts on various systems, and ensuring good working relationships between all employees.
• Provides support and assistance during internal, state, and federal audits and examinations.
• Assists Leaders with various projects within the department.
• Supports the SVP/Collections & Recoveries and department leaders with other duties and tasks necessary to ensure the Collections Department is efficient and successful.
• 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 to reduce the opportunity for human error.
• Provide…