Quality Control Manager

Role: The Quality Control (QC) Manager provides oversight for and ensures the effective and timely deployment of new rules and strategies to mitigate loss and manage compliance initiatives.
The QC Manager is responsible for performing a variety of QC review tasks to ensure that these functions are and remain compliant with Federal and State laws and regulations in accordance with the Credit Union’s internal policies and procedures.
The QC Manager evaluates the adequacy and effectiveness of the internal controls of branch and credit union department activities, gathers, and analyzes data, and reports review results to Management and will also formulate and suggest new or current program changes to Quality Control-related policies and procedures to assist with limiting loss and mitigating risk exposure.
The QC Manager will report directly to the Director of Enterprise Fraud and together will oversee the end-to-end Vendor Management (VM) Program to ensure adherence to established VM policies and procedures of the credit union.
It is imperative the QC Manager projects a pleasant and professional demeanor with staff and Management and maintains a thorough working knowledge of Credit Union policies, procedures, products, and services.
Effective communication skills are an important asset for this position as they would serve as a resource to stakeholders on all matters relating to the Credit Union’s QC and VM programs.
Major Duties and Responsibilities: Manages development, testing and implementation of rules, and strategies to enhance program performance and member experience.
Independently reviews and analyzes internal reviews and results of testing to determine design and operating effectiveness of controls.
Identify and quantify issues and provide risk-based recommendations to implement and enhance internal controls and reviews to Management in a timely manner.
Applies critical thinking skills by seeking to understand and execute assigned control testing and document results according to professional and internal standards.
Promotes partnership, trust, and accountability within our organization and builds deeper relationships with stakeholders.
Leads quality control project management initiatives.
Oversees the performance of quality control reviews including, but not limited to, new account opening, account changes, OFAC screenings, and consumer, real estate, and commercial loans.
Conducts branch reviews and prepares data for Management.
Conducts contact center call reviews to confirm consumer privacy and confidentiality policies are adhered to.
Prepares accurate and timely reports compiling statistics and making presentations to the management team as requested.
Partners with business areas to ensure adequate remediation plans are developed and implemented.
Coordinates with points of contact and first/second lines of defense to conduct preliminary research, lead process walkthroughs, document process narratives and workflows, identify key risks and controls, and obtain evidence for testing.
Assists with establishing procedures for the vendor management program to ensure that all vendors pass a due diligence review prior to being used, that agreements and contracts with vendors meet all the requirements set forth by NCUA, and that vendor relationships are monitored for continued adherence to contract terms.
Identifies opportunities to leverage data analytics and technology to drive deeper risk coverage and insights to business partners.
Offers creative recommendations to improve services and/or products to members and to improve work efficiencies.
Actively monitors and stays current with evolving industry trends and emerging risks that may impact the company and ensures compliance with applicable federal, state and industry laws, regulations, and guidelines.
Provides coaching and training to QC staff and all credit union departments on QC and VM functions, tools, and resources.
Is responsible for the development, review, and update of QC and VM training materials and forms/supporting documentation.
Participates in internal and external working groups, forums, and vendor-related training to uncover additional opportunities for improvements.
Attends compliance schools and information sessions to remain knowledgeable and skilled in risk avoidance and regulatory compliance requirements.
Attends and participates in in-house and/or off-site training, seminars, workshops and/or conferences with prior approval from Management.
Performs described duties in a professional manner of conduct and dress in accordance with the position.
Must be available for Saturday work hours and/or out-of-town travel on an as-needed basis, as directed by Management.
Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the office of Foreign Assets Control.
Management reserves the right to modify, add or remove essential functions as business needs warrant.
Knowledge and Skills: Experience Required A minimum of three years finance, accounting, quality control, or audit related experience in a credit union and/or banking setting is preferred.
A minimum of three years management/leadership experience with a proven track record of coaching and developing teams.
Should possess advanced knowledge of internal control concepts, practices, and risk-based review techniques as well as experience leading quality reviews and/or overseeing other QC staff in the execution of reviews.
A combination of education and experience may meet job requirements.
Education/Certifications /Licenses Bachelor’s degree preferred or the equivalent combination of experience, education, and training.
Certification as a CUCE is required within one year of employment; certification as a CCUIA is preferred within two years of employment.
Interpersonal Skills This position requires an aptitude for working with staff, management, and vendors in a highly professional and courteous manner.
It requires a high degree of skill and proficiency in the operation of personal computers, word processing, and spreadsheet software skills with attention to detail and accuracy.
This position requires a self-motivated, self-confident professional who possesses a high level of energy and strong communication skills.
Significant experience in collaborating across organizational boundaries and building partnerships through trust across various functions.
Experience in presenting findings, conclusions, alternatives, and information clearly and concisely.
Advanced skill to influence, negotiate & persuade to reach agreeable exchange & positive outcomes.
Other Skills LANGUAGE SKILLS Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to members, potential members, and other employees of the organization.
MATHEMATICAL SKILLS Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percentage.
REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
OTHER SKILLS AND ABILITIES Ability to operate, among other things, a multi-line telephone system with voice mail capability, fax machine, calculator, personal computer, and copy machine.
ADA Requirements Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position as required by applicable law.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, among other things, objects, tools, PC keyboard or controls; reach with hands and arms; and talk or hear.
The employee frequently is required to stand, walk, and sit.
The employee is occasionally required to stoop, kneel, and or crouch.
The employee will need to lift box[es] of receipt paper and other supplies that may weigh in excess of 25 pounds.
Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Working Conditions Work is performed largely in a pleasant office environment with minimal chance for personal injury and moderate noise level.
There may be occasions when the work environment is stressful.
Work hours will normally be from Monday through Friday and may change depending upon our needs.
Mental and/or Emotional Requirements The mental characteristics necessary to competently perform this job include, but are not limited to, the need to use instructing and negotiating abilities, and imagination; to frequently use basic and complex numeric calculations, memory, and reading and writing ability; to continuously be alert, precise, resourceful, use problem solving; concentration, creativity, and good judgment for any specific duration.
ADA Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
At Will The above statement reflects the general details considered necessary to describe the principal function of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in this job.
Nothing in this document restricts management’s right to assign duties and responsibilities to this job at any time.
This document should not in any way be considered an employment contract, or take away from, alter or modify your “At will” employment status.
EEO ValleyStar Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.