Operations Quality Assurance Sr Specialist - Home Loans

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

12066

Grade:

20H

Status:

Non-exempt

POSITION AND PURPOSE

The Operations Quality Assurance Sr. Specialist (Home Loans) serves as a primary subject matter expert for Home Loans quality assurance, providing guidance on complex mortgage requirements, leading escalations, and influencing control design to ensure alignment with regulatory expectations and organizational risk tolerance. This role seeks reasonable assurance that functional processes establish and maintain effective internal controls designed to mitigate financial and reputational risks to the credit union, while promoting high service standards through successful project coordination and risk‑based quality assurance activities.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You have a passion for quality assurance and continuous improvement grounded in a member‑first mindset. You are a trusted resource, collaborating effectively with partners and earning their confidence, respect, and shared understanding. You demonstrate value by going beyond checking boxes and proactively investigating opportunities to strengthen processes, enhance service delivery, and drive meaningful, measurable improvements across the organization.

THE WORK

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Implement new quality assurance evaluations and lead departmental projects, overseeing project planning, timelines, resource coordination, and delivery across multiple complex initiatives.

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Communicate project scope, milestones, risks, and deliverables to ensure clear and consistent alignment across leadership, business owners, vendors, and stakeholders throughout the project lifecycle.

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Conduct Check‑the‑Checker assessments to validate scoring accuracy, identify missed defects, and reduce variability.

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Review statistical samples of accounts, calls, transactions, and processes to ensure accuracy, consistency, and compliance with quality assurance standards, regulatory requirements, and internal controls.

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Consistently meet monthly production goals and KPIs while managing competing priorities in a fast‑paced environment.

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Investigate issues and support initiatives that maintain regulatory compliance, strengthen internal controls, and identify operational gaps to reduce redundancies and improve efficiency.

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Contribute to modernization and digital transformation efforts by supporting projects that enhance process consistency, operational reliability, and member experience.

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Manage weekly defect research and reporting, collaborating with business units to clarify issues, recommend corrective actions, and monitor remediation progress.

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Lead new‑hire onboarding and facilitate training and calibration sessions, ensuring clear communication of expectations and alignment across reviewers.

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Provide peer‑to‑peer feedback to reinforce best practices and quality assurance standards.

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Develop, refine, and maintain quality assurance resources, documentation, and workflows, ensuring alignment with current regulations, policies, and procedures.

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Participate in meetings, company events, and team‑building activities to strengthen collaboration and professional relationships.

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Complete all required compliance tasks and training modules on time.

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Perform all other related duties as assigned.

QUALIFICATIONS

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Bachelor’s Degree in business, finance, or equivalent work experience in a related field. required

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6+ years experience in Quality Assurance, Mortgage Operations, Audit, Risk or Compliance within a financial institution required

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3+ years of direct Home Loans/ Mortgage experience (origination, processing, underwriting, post-closing, or QA review). required

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Demonstrated experience preforming complex QA reviews and second level validations (e.g. Check the checker, escalations). required

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Proven track record of identifying control gaps, regulatory risk, and systemic issues, and driving cross functional remediation. required

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Experience leading QA initiatives, projects, or governance routines. required

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Advance subject matter expertise in Home Loan products and lifecycles, including Conventional, FHA, VA, HELOCs, and servicing.

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Deep knowledge of mortgage regulatory environment, including TRID (RESPA/TILA), HMDA, ECOA, UDAAP, SAFE Act, Flood requirements, and fair lending expectations.

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Strong ability to interpret policies (e.g. insurance, collateral, disclosures) and translate into QA frameworks, testing logic, and decisioning.

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Ability to independently assess risk and make defensible QA determinations, including escalations impacting compliance or audit outcomes.

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Advance analytical skills, including identifying trends, root causes, and systemic process breakdown.

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Knowledge of all applicable compliance and credit union regulations, policies, rules, and practices as outlined in the job description including, but is not limited to: Regulations B, CC, D, E, J, V, and Z; NCUA regulations FACTA; FCRA;; MLA; BSA/AML; OFAC; GLBA; TISA; the Patriot Act; CA regulations; the E‑Sign Act; Backup Withholding; anti‑money laundering requirements; Federal Reserve Bank rules; Funds Availability Act rules; NACHA Rules and Guidelines; IRS and Franchise Tax Board guidelines; and general banking regulations.

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Demonstrated emotional intelligence and behaviors that support adaptability, resilience, and a positive work environment aligned with Golden 1’s mission and values.

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Strong critical‑thinking skills, including the ability to analyze and communicate complex information to staff and all levels of management.

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Proficient in Microsoft Word, Excel, PowerPoint, Nitro PDF Pro, and SharePoint.

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None

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All departments within Lending and Home Loans, and other business units including Compliance, Enterprise Risk Management, Internal Audit

EXTERNAL:

Vendors, Regulators.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.