Quality Assurance Specialist I

1 month ago

Tallahassee, United States First Commerce Credit Union Full time
Job DescriptionJob Description

Quality Assurance Specialist I

The primary purpose of this position is to assist First Commerce in fulfilling our Vision of Empowering Generations, Transforming Communities. This is achieved through delivering remarkable member service as defined by our Service Standards as well as building and maintaining strong member relationships through identification of member's financial needs and effectively recommending appropriate products and services to meet those needs.

Accountable for consistency and security of all retail operational areas. The Quality Assurance Specialist conducts quality assurance audits of retail processes assuring credit union standards are maintained and operational integrity is preserved. Consults with Financial Center Operations and retail management to address errors, maintain quality in production, and resolve problems.


RESPONSIBILITIES:

  • Perform daily random reviews of new accounts opened in the Financial Centers and Online to ensure we are in compliance with FCCU Policies & Procedures.
  • Evaluate processes and procedures to ensure FCCU standards are met, addressing any discrepancies in the QA tracking System.
  • Document and maintain records of financial center audit reviews, track performance metrics, and compile results.
  • Monitor corrections and maintain metrics related to audit reviews.
  • Prepare and present monthly reports detailing audit findings, along with recommendations for additional training based on these insights.
  • Communicate/Share audit findings with the Retail Operations Manager, FCM, and Market Executives to foster a culture of continuous improvement.
  • Ensure that all regulatory and compliance signage within the financial centers are current and properly displayed.
  • Assist financial centers with operational issues, including researching and resolving outages related to Teller, TCR, checks, and GL's.
  • Cross-train on other operational duties to provide flexible support across the organization.
  • Provide support to Financial Centers as needed.
  • This position requires a strong attention to detail, a thorough understanding of financial center operations, and the ability to work collaboratively with various teams to maintain high standards of quality and compliance.

Other Responsibilities:

  • Performs job duties in accordance with policies established by the Board of Directors under the rules and regulations set by the National Credit Union Administration, the State of Florida, and any applicable State laws for financial centers located in other States.
  • Complies with Reg E, BSA, OFAC, and CIP requirements such as reporting suspicious or unusual activity to manager.
  • Fully supports in actions and words First Commerce's Vision, Mission, Core Values, and Service Standards.
  • Attends meetings timely and as required; reports to work as scheduled and adheres to First Commerce's dress code.
  • Performs other duties as assigned.

REQUIREMENTS:

  • Individual and group coaching and development skills.
  • Proficiency with data processing system and loan origination system.
  • Knowledge of all products offered by the credit union.
  • Ability to provide consistently professional member service.
  • Sharply honed organizational, time management, and oral and written communication skills.
  • Must be able to stand for long periods of time.

EDUCATION AND EXPERIENCE:

  • Minimum of a High school diploma or equivalent.
  • A minimum of 3+ years of credit union or bank operations experience or relevant experience at First Commerce Credit Union.





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