Quality Assurance Specialist

About the Role

EECU is seeking a detail-driven, collaborative Financial Center Quality Assurance Administrator to partner closely with frontline teams to ensure exceptional member experiences and operational excellence. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and has a sharp eye for quality and service.

What You'll Do

• Partner with Financial Centers: Support frontline staff and leadership in maintaining high standards of service, policy adherence, and operational accuracy.
• Perform Quality Reviews: Conduct thorough reviews of new account and loan documentation to ensure accuracy, completeness, and compliance with credit union policies and regulations.
• Monitor Risk and Compliance: Identify potential risks and gaps through audits, observations, and reviews; escalate findings appropriately to reduce exposure and support continuous improvement.
• Provide Exceptional Internal Support: Act as a service champion for internal teams by answering questions, responding to calls, and offering guidance.
• Support Our Members: Serve as an additional resource to assist with member-related inquiries or needs, ensuring a smooth and high-quality experience.
• Mentor and Train: Reinforce quality expectations, mentor financial center employees, and follow up to ensure procedures are understood and followed.
• Collaborate Across Teams: Partner with retail leadership and training to ensure alignment on quality standards, procedures, and expectations.
• Product Knowledge Support: Serve as a backup for IRA/HSA processing and complete the necessary product certifications.

Key Responsibilities

The Financial Center Quality Assurance Administrator is responsible for conducting in-depth quality assurance reviews on new products and loan documentation submitted by financial centers, including ensuring compliance with EECU policies, regulatory requirements, and operational best practices.

• Accurately assess risk and internal controls through audit findings and observations
• Identify procedural or systematic issues and escalate them to appropriate leadership
• Support IRA/HSA operations as needed
• Collaborate with retail leadership and training to monitor and improve employee proficiency
• Mentor financial center staff on quality standards and reinforce consistent procedural application
• Answer calls and provide real-time support for frontline employees and assist members
• Serve as a trusted support and resource to frontline employees
• Provide feedback to financial centers and management on key findings and opportunities for improvement

The ideal candidate is confident, self-motivated, and skilled at building positive relationships. They are comfortable coaching others, addressing issues constructively, and helping teammates succeed.

Compliance Responsibilities

This position is responsible for ensuring compliance with all applicable federal and state regulations, including but not limited to: Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Bank Bribery Act, NCUA Privacy Regulations, Regulation B, Regulation Z, Service Members Civil Relief Act (SCRA), and Fair Credit Reporting Act / FACTA. Attendance at initial and ongoing Bank Secrecy Act training is required.

What You Bring

You're friendly, positive, and approachable—with a natural ability to build rapport and support others. You're confident in your knowledge, detail-oriented, and committed to upholding high standards. With a strong understanding of compliance and operational procedures, you're passionate about helping others grow and ensuring every team member is set up for success.

Preferred Qualifications

• 2–3 years of financial institution experience with knowledge of branch operations and financial platform systems
• Background in quality assurance is a plus, but not required
• Strong attention to detail with experience in process improvement and mentoring
• Excellent communication and coaching skills
• Strong organizational skills and ability to manage multiple priorities
• Proficient in analyzing data and using tracking/reporting tools
• High school diploma required; college or banking certifications preferred

Schedule

M-F 7:30am to 6pm, Saturday 9-2

This response is AI-generated, for reference only.