Hybrid Retail Quality Assurance Specialist presso Northwest Federal Credit Union

The Retail Quality Assurance Specialist performs independent reviews over Branches, Account Services, ATM Department, ACH/Wires, IRA/Estates and Member Service Center to assess the Credit Union’s compliance with regulatory requirements and internal policy and procedures. They also review internal control functions, policies, procedures, and guidelines to identify, assess, mitigate and manage internal controls. They are the primary point of contact within the retail network and collaborate with all retail functions to bring awareness to new and amended policies and procedures.

• Conducting retail quarterly reviews to ensure adherence to established policies and procedures
• Responsible for drafting/updating policies and procedures
• Responsible for the Knowledge Management System that supports front line staff
• Documenting exceptions and communicating those exceptions with the management team
• Ensure the successful execution and completion of certification and testing functions for new systems, or modification to existing systems (patches, upgrades, and break/fix), product and service introductions and changes, and internal processes in the Member Service Center and branch functions
• Support retail projects and initiatives including research, execution, and reporting
• Reviewing and scoring recorded calls to improve the quality, impact, productivity, and the value of the member experience
• Proactively identify opportunities to provide product/service solutions to members
• Provide operational oversight, support and resolve escalated requests
• Work in partnership with teams across the organization to deliver on projects that improve visibility into the member experience
• Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)
• Performs other related duties as assigned

Required

• High school diploma or equivalent
• Minimum of 2 years' of financial institution experience
• Ability to work on-site in our Herndon, VA headquarters and equally effectively remotely
• Ability to work Monday-Friday from 7:30am – 4:00pm
• Strong knowledge of financial products, services, and systems including core operating systems, online, and mobile banking solutions highly preferred
• Ability to work in a fast-paced environment with competing initiatives
• Ability to use standard office and/or banking equipment and systems; working knowledge of Microsoft Office
• Ability to interact effectively with all levels of the organization and/or with members
• Ability to maintain confidentiality
• Ability to collaborate
• Accuracy and detail-orientation
• Effective oral and written communication skills
• Effective problem-solving skills
• Working knowledge of NWFCU in addition to federal and state regulations required by the NCUA
• Process improvement and/or project management experience desirable
• Experience with business process improvement programs
• Ability to manage multiple initiatives while navigating obstacles and meeting deadlines
• Strong organizational skills, including experience independently managing projects and initiatives

Preferred

• Bachelor’s Degree or equivalent from four-year college or technical school
• Certified Quality Improvement Associate (CQIA) certification

Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match.

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or [email protected].