Credit Union Quality Assurance Specialist
The Opportunity
You will be working on a team that is constantly working to improve the quality and accuracy of service delivery, member records and credit union data by; reviewing, monitoring and correcting core outputs of credit union operations.
The Team
The MassMutual Federal Credit Union is a member owned, not-for-profit, financial cooperative serving MassMutual employees, their families, and others who work on MassMutual campuses. MassMutual Federal Credit Union's mission is: To improve the financial well-being of our members by providing valued products and exceptional service.
As a Quality Assurance Specialist you would work both independently and collaboratively to support the overall success of the organization. The goal is to identify inaccuracies to correct and improve processes digitally and from the human element. These processes are used across the team to ensure the interaction with our credit union members is positive and productive.
The Impact:
Your day to day would include but is not limited to:
Producing exception reports identifying defects and defection rates within core functions of Credit Union operations, according to departmental guidelines/time frames
Providing operational and exception reports to President/CEO & Management of the Credit Union and other Credit Union departments
Work as individual team member on special projects that support the improvement of service quality, member records and Credit Union data
Quality Checking review processes, and assistance with the development of new monitoring reports
Identify and note exceptions, identify factors causing exceptions, effect corrections and make recommendations to modify operations to reduce exceptions
Participate in staff education and training to increase awareness of quality control
Provide support as needed for QA & Support Service functions. Develops flow charts or time lines for the various processes to capture possible points of failure to identify opportunities for improvement
Review new account and loan documents to ensure accuracy
Verify regular reporting from multiple departments are prepared and completed in a timely manner including routine and one time regulatory actions as required
Identify errors, omissions or incomplete records/data
Provide support to new account verification functions, offering decisions on accounts
Maintain exception reports and tracking systems to accurately identify, correct and report selected defects, defect rates and trends
Assist with improving the efficiency and effectiveness of the reporting process
Support development, maintenance and operation of organizational reporting processes
Ensure individual and Credit Union adherence to policies and standard business policies while maintaining, creating and revising procedures as necessary
Complete projects as assigned
Provide informed, professional and accurate service and support to all members and associates
The Minimum Qualifications
Minimum of 1 year of direct customer service and/or quality assurance working experience
High School Diploma or equivalent
Proficient in use of Microsoft Suite; Outlook, Word, Excel, and Teams
Ability to work independently
The Ideal Qualifications
Associate's degree in Business or Finance
2 years of Credit Union Quality Assurance experience
What to Expect as Part of MassMutual and the Team
Regular meetings with all Credit Union staff
Focused one-on-one meetings with your manager
Access to mentorship opportunities
Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
Access to learning content on Degreed and other informational platforms
Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits
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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.