Credit Card Quality Control / Portfolio Specialist

Position Summary

The Credit Card Quality Control & Portfolio Specialist is responsible for conducting risk-based and sample-based reviews to assess the accuracy, completeness, and compliance of credit card applications, account maintenance activities, and supporting documentation. This role serves as a critical quality assurance function within the Credit Card Department by reviewing credit files, validating decision accuracy, monitoring adherence to policies and procedures, and identifying opportunities to strengthen operational controls.

In addition to quality control responsibilities, this position supports portfolio management, research and analysis projects, audit and examination support, fraud and collections support and process improvement initiatives. The specialist plays a key role in protecting asset quality, maintaining regulatory compliance, reducing operational risk, and supporting the continued growth and success of the Bank's credit card program.

Essential Duties and Responsibilities

Quality Control & File Review Conduct quality control reviews of consumer and business credit card application files. Review approved, declined, and exception-based credit decisions for accuracy and consistency. Ensure credit files contain all required applications, disclosures, approvals, and supporting documentation.

Validate the accuracy of credit bureau information, income calculations, debt-to-income calculations, and other underwriting data. Identify documentation deficiencies, policy exceptions, or processing errors and coordinate remediation efforts. Review account maintenance requests to ensure appropriate authorization, documentation, and system updates.

Monitor file completeness and maintain quality assurance standards across credit card operations. Compliance, Audit & Risk Management Ensure adherence to internal policies, procedures, and applicable regulatory requirements. Review files for compliance with consumer lending regulations and disclosure requirements. Track and report quality control findings, trends, and recurring exceptions.

Assist with internal audits, regulatory examinations, compliance reviews, and corrective action plans. Support the development and maintenance of quality control procedures and testing programs. Escalate significant findings, operational risks, and compliance concerns to management. Participate in ongoing monitoring and validation of internal controls.

Process Improvement & Operational Support Identify opportunities to improve operational efficiency, service quality, data accuracy, and risk controls. Recommend enhancements to procedures, workflows, quality standards, and reporting processes. Assist with implementation and testing of new products, services, systems, and operational initiatives.

Develop and maintain job aids, quality control checklists, procedures, and documentation standards. Provide constructive feedback and training regarding quality standards, documentation requirements, and process expectations. Collaborate with Credit Administration, Compliance, Operations, branch personnel, and external vendors to support department objectives.

Qualifications

Education

Associate's or bachelor's degree in business, finance, accounting, banking, or a related field preferred. An equivalent combination of education and relevant experience may be considered. Experience Two to five years of experience in consumer lending, credit administration, loan operations, collections, quality assurance, compliance, or a related banking function preferred.

Experience reviewing consumer or commercial credit files preferred. Credit card lending or servicing experience strongly preferred. Knowledge, Skills & Abilities Knowledge of consumer credit underwriting principles, lending practices, and credit risk assessment. Ability to interpret credit reports and validate income, debt-to-income, repayment capacity, and other underwriting calculations.

Working knowledge of banking regulations and consumer lending compliance requirements. Strong analytical, research, investigative, and problem-solving skills. Exceptional attention to detail and a demonstrated commitment to accuracy and completeness. Ability to identify trends, root causes, control gaps, and practical process improvements.

Strong organizational skills with the ability to manage recurring reviews, collection activity, and special projects. Effective verbal and written communication skills, including professional telephone communication with customers. Ability to handle confidential customer and Bank information with discretion. Proficiency with Microsoft Excel, Word, Outlook, and reporting or servicing systems.

Core Competencies Accuracy and attention to detail Sound judgment and objectivity Customer-focused communication Analytical thinking and curiosity Accountability and follow-through Risk awareness and regulatory discipline Collaboration and continuous improvement Physical Requirements Prolonged periods of sitting and working at a computer.

Ability to communicate effectively by telephone, video, and in person. Ability to occasionally lift up to 25 pounds. Performance Expectations Success in this role will be demonstrated through: Accurate and timely completion of quality control reviews. Improved file completeness and reduced documentation or processing exceptions.

Consistent adherence to underwriting standards, policies, procedures, and regulatory requirements. Professional, timely collection activity and effective delinquency follow-up. Reliable data analysis and high-quality research deliverables. Timely support for audits, examinations, remediation efforts, and management reporting.

Identification and implementation of meaningful process improvements. Positive contributions to portfolio quality, customer service, and operational excellence. This position is expected to demonstrate a high level of integrity, objectivity, attention to detail, and commitment to continuous improvement while supporting the Bank's mission of delivering exceptional service and maintaining sound risk management practices.