Quality Control Representative

JOB TITLE: QUALITY CONTROL REPRESENTATIVE

FLSA STATUS: NON-EXEMPT
REVISED DATE: 12/10/2024

REPORTS TO: INTERNAL AUDIT AND QUALITY CONTROL MANAGER

PRIMARY FUNCTION:
This position exists to assist with internal audits as part of the overall quality control program. This position is responsible for reviewing the credit union's products and services as assigned, identifying quality issues, and developing processes to minimize errors. This includes assisting with the Mortgage Quality Control program required by the Federal Home Loan Bank (FHLB).

PRINCIPAL DUTIES/RESPONSIBILITIES:
1. Conduct timely quality control reviews of the credit union's products and services according to established procedures.
2. Perform quality control reviews of the Mortgage Quality Control processes, ensuring adherence to the program’s procedures, and submit monthly audit reports to the supervisor.
3. Complete quality control reviews of new loan and account records.
4. Conduct quality control reviews of file maintenance reports and other ad-hoc tasks as required.
5. Retrieve and forward loan files to risk management software programs and external auditing entities.
6. Use various reports to track and monitor quality control of consumer and business products.
7. Assist in other areas of Internal Audit and Quality Control as requested.
8. Report any concerns related to compliance and policy adherence to the supervisor.
9. Actively and thoughtfully communicate with their supervisor, plan their goals and development, take accountability for their actions, and strive for excellence.

GENERAL DUTIES/RESPONSABILTIES:
10. Promote products and services.
11. Attend all meetings as required.
12. Maintain clean and professional work area and appearance.
13. Maintain positive public relations and promote credit union within the community.
14. Complete educational programs as required.
15. Perform the following commitments of service to each and every member at all times:
a. Make a good first impression, be dressed professionally and greet people with a smile and a firm handshake.
b. Keep a smile in my voice as well as on my face.
c. Answer the telephone by the third ring.
d. Call people by name and thank them.
e. Give people my full and undivided attention; focus on the person face to face and on the telephone.
f. Take responsibility for solving the individual’s problem instead of referring it to someone else.
g. Deliver on commitments of action(s) to be taken, so excuses won’t be necessary.
h. Follow through on necessary action(s) to be sure the problem is solved.
i. Know that what’s important is not only who or what created the problem but how the problem can be corrected.
j. Protect confidential information.
16. Other duties as assigned.

PHYSICAL REQUIREMENTS:
Sedentary work – Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PHYSICAL ACTIVITIES:
The following physical activities will be required on a day-to-day basis: climbing, stooping, crouching, reaching, walking, pulling, fingering, feeling, hearing, balancing, kneeling, crawling, standing, pushing, lifting, grasping, talking, repetitive motions.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if they are otherwise qualified.

VISUAL/PERCEPTION ACTIVITY:
Administrative, Clerical, Data Entry operators, Inspection, (work at distances close to the eyes).

WORKING CONDITIONS:
None. The worker is not substantially exposed to adverse environmental conditions.

HUMAN RELATION SKILLS NEEDED:
Ability to communicate effectively with staff, credit union members and contacts outside of credit union in a timely, accurate and efficient manner.

INTERNAL TRAINING REQUIREMENTS:
Please refer to the credit union intranet for the internal training requirements for this position.

ANNUAL TRAINING REQUIREMENTS:
Compliance and Regulatory (BSA, OFAC, etc.)
Security Awareness Training
Diversity, Ethics, Sexual Harassment, and Sensitivity