Channel Experience - Retail Quality Control Specialist - Full Time - Remote (AZ, AK, FL, NV, So. CA, WA, WY, TX)

We embrace passionate Team Members who consistently display our values: United, Informative, Approachable, Caring and Transparent. We are united in our collective effort to achieve member goals and proactively provide solutions tailored to individual Member needs. We are committed to ensuring that each Member receives a positive service experience and trusted financial advice. Join the Nuvision Team today! Let us be part of your career journey!


Reporting to the VP of Retail Operations & Quality Control, Retail Quality Control Specialist is responsible for maintaining appropriate levels of operational focus, integrity, and control for all member facing departments. This includes branches, Member Contact Center, Member Relationship Center, Live Teller Connect, and E-Delivery. This role is focused on assessing operations, policies, and procedures, including conducting quality control reviews. Supports the member centric culture across the organization and collaborates with partners to achieve operational and performance excellence. Acts as a functional liaison for operational activities between Member Experience and all operational support departments.

In addition to these responsibilities, this position will collaborate across the organization with departments including; Compliance, Risk, Accounting, Deposit Operations, and others as needed


Responsibilities:
• Supports organization as necessary to meet financial and operational goals, ensures regulatory compliance and demonstrated proficiency in implementing policies and procedures. Under the guidance and direction of the VP of Retail Operations & Quality Control, conducts periodic remote departmental visits and on-site branch visits, performs random inspections and reviews to visibly ensure team member accuracy and member and employee safety, as well as compliance with all member facing team objectives, policies, procedures, and operations. Performs research on (un)controllable losses and maintains the risk and financial management scorecard for monthly publication. Assesses and presents quality control findings and delivers insights, recommendations, and necessary actions to the VP, of Retail Operations & Quality Control
• Assists the VP of Retail Operations & Quality Control to provide training and guidance to member facing employees regarding operations. Recommends new/updates to operational procedures. Assists VP of Retail Operations & Quality Control with the Retail Quality Assurance (RQA) team, made up of Retail leaders from the member facing teams, who perform operational quality control inspections.
• Collaborates with various departments to assist in the implementation and monitoring of policies, procedures and operational enterprise projects and departmental initiatives, ensuring procedures and processes put in place are being followed. Will also assist in the development, implementation and tracking of operational initiatives, departmental and branch plans, assist with surprise cash audits, provide operational support to staff, and help identify operational inefficiencies and risk. Will work directly with risk and Compliance-Quality Assurance (CQA) to make sure all policies are reviewed for compliance
• Prepares and presents at various department meetings covering operational items. Fosters member-centric environment across the organization Assures professional development by providing opportunities for growth in the understanding and application of management skills and techniques in assigned functions and responsibilities
• Assists with the review of various procedures within our knowledge hub, to ensure procedures are up to date and accurate. Under the direction of the VP of Retail Operations & Quality Control, creates how-to-videos on various operational items, and stores them in the knowledge hub.
• Works with VP of Retail Operations & Quality Control on strategies and on-going training to reduce controllable losses.
• Adhere to controls to ensure compliance with consumer protection statutes and regulations. Participate in all required training sessions for Compliance
• Participates in and contributes to corporate projects related to the member facing areas. Duties required to all branch locations and business meetings within the local community and out of state.
• Assists in the coordination of branch safety/security, workspace design, openings, closings, relocations, and reductions in branch services. In addition, assists with acquisitions and conversions.
• Support member facing initiatives to ensure members receive an exceptional level of member service.
• Travel required approximately 10% of time
• Treats all co-workers and members with respect.
• Supports and participates in continuous improvement activities.
• Represents the Credit Union in a positive and professional ma