Note: The job is a remote job and is open to candidates in USA. Horizon Credit Union is a financial institution seeking a Retail Operations Specialist to support quality assurance and compliance for branch and contact center operations. The role involves auditing financial transactions, updating procedures, and making recommendations to enhance member experience and operational efficiency.
Responsibilities
- Conduct daily quality assurance reviews that focus on compliance requirements to include internal policies, procedures and regulatory requirements for retail branches and the contact center
- Perform monthly branch audits that focus on procedural practices including Supervisor Overrides, Address & Contact changes, Share File Maintenance, Check Hold & Withdrawal, Instant Issue and booked loans
- Review a sample of Consumer and most Commercial memberships to ensure compliance with all required processes. Validate that all documents are present, and the memberships are properly and accurately added to the core system. Complete and provide reports to supervisor listing all tasks that require follow up and corrections
- Complete and provide retail operation dashboards to supervisor and post on the Hub for retail services, including ITM Center, Contact Center and Retail
- Identify opportunities for procedural changes and/or enhancements that will streamline processes, improve efficiency and enhance member experience
- Convert audit findings into meaningful business insights and recommendations, coordinating efforts to identify trends, patterns, and opportunities for improvements to include training opportunities and procedural enhancements for increased clarity
- Lead efforts to optimize retail operations quality control activity by identifying areas for enhancement within audit processes
- Support retail services in tracking and reporting cross-sale campaigns and recommend activities that focus on building member relationships and/or enhance the member experience
- Maintain up-to-date and comprehensive knowledge of all HZCU products and services, as well as all related policies, procedures, rules and regulations
- Support User Acceptance Testing (UAT) by completing a variety of test plans, semi-annual updates and patches/updates within the core system, which includes annual Business Continuity Plan testing
- Perform additional duties as assigned to support the Retail Operations Procedural and Training Manager to ensure Retail Operations meets a high level of quality assurance
Skills
- A Bachelor's degree with a minimum of three years of related experience and/or training
- Must be technologically savvy, sales-oriented and have a thorough knowledge of credit union core systems
- Must have a strong understanding of financial practices and procedures of the retail credit union branches and contact centers, including those related to the Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and other compliance-related procedures
- Current working knowledge of credit union branch functions, including documentation necessary for establishing specialty accounts, e.g. Trust, Representative Payee, Power of Attorney, and Commercial accounts
- Knowledge of the collection process, risk management practices and proper detection of fraudulent lending applications and practices
- High level of proficiency with Office365 tools and resources
- Technologically savvy and capable of learning various software and systems
- Ability to write reports, business correspondence and procedure manuals
- Ability to effectively present information and respond to questions from groups of managers, vendors and members
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
- Ability to converse with others, detect sound, identify and detect objects, count, read, write, operate a computer, handle and feel objects, reach with hands/arms and be stationary and/or stand and/or move for long periods of time
- Occasionally lift/pull/push and carry up to 25 to 50 pounds, stoop, kneel, crouch, crawl, climb and be able to maintain balance doing these activities
- Sound reasoning, good judgment and ability to apply knowledge toward work activities
- Prefer five or more years of experience in retail operations
- A combination of education and experience equivalent to the above may be considered
Benefits
- Medical, Dental, & Vision Insurance for full-time and reduced full-time employees & their families
- Telemedicine for part-time employees
- Paid Group Life and Disability Insurance
- Employee Assistance Program
- Tuition Reimbursement Program
- 401K Retirement Savings
- Employer 401K Retirement Contributions & Matching upon eligibility
- Discretionary Annual Incentive Bonus based on eligibility criteria
- 10 hours of PTO per month (prorated for reduced full-time and part-time)
- Paid Birthday Holiday
- 2 Paid Wellness Days
- Up to 24 hours of Paid Volunteer Time annually
- 11 Paid Holidays
Company Overview