Job Summary:

The Quality Assurance Specialist 1 audits member accounts, resolves exceptions, and ensures compliance through document review and collaboration with other departments. Responsibilities include generating reports, updating rates, and monitoring workflows in the content management system, while addressing disbursement and maturity exceptions. 

Essential Duties:

• Generate, monitor and work zero balance account report including manually assessing fees.
• Resolve and work exceptions for various exception reports.
• Zero Balance certificate exception.
• Document exceptions in multiple software platforms.
• Required Minimum Distributions (RMD) exceptions
• Maturity exceptions.
• Dividend posting exceptions.
• Schedule disbursement exceptions.
• Reviewing new member account opening for BSA and CIP regulations.
• Perform daily account change over document reindexing.
• Monitor certificate phase outs.
• Post dividend corrections.
• Generate, monitor and work various specialized Ad Hoc reports.
• Collaborate with other departments on document review for compliance.
• Review and index documents from ticketing system.
• Receive and work Death Notification Entries (DNEs) from Payment Systems.
• Monitor multi-department workflow for bereavement account notifications.
• Retrieve IRA non-transactional documentation and file maintenance as needed.
• Index exceptions through IRA administrator’s platform.
• Performs other duties as assigned.

Member Support:

• Coordinate with information management vendor for shred bin placement and document destruction 
• Provide support to frontline representatives as needed
• Resolve tickets in ticketing system
• Communicate with internal and external members as needed
• Research issues and communicate with external members to resolve issues on accounts
• Create and maintain content for team’s intranet page 
• Reach out to Departments/Reps for corrections.
• Scan and index interoffice documents
• Researching check images and account information/discrepancies to resolve issues or support account inquiries
• Performs other duties as assigned.

Required Skills/Abilities: 

• Strong interpersonal skills
• Strong organizational skills and attention to detail.
• Proficient with Microsoft Office applications. Familiar and comfortable with information technology, particularly digital means of communication.
• Proficient analytical and problem-solving skills.  
• Strong ability to handle and follow-up on tasks in a timely manner

Knowledge:

• Basic knowledge of financial services, transactions, and regulations     
• Knowledgeable in handling multiple tasks.   

Training/Certifications:

• Successful completion of Credit Union’s Retail Basics and Accounts Academies within six months
• Successful completion of IRA, Special Accounts, and Business Accounts Academies within two years

Education and Experience:

• Minimum 1 year experience in a financial institution
• Minimum bachelor’s degree or certification in business administration, or related field, or more than 1 year of related experience. 

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 20 pounds at times.