Retail Quality Assurance Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!
 

We're committed to bringing passion and customer focus to the business.

Position Summary:

The Retail Quality Assurance Specialist communicates the policy and objectives to help ensure compliance with all policies, procedures, security requirements, government regulations, and ethical business practices. The specialist will perform regular training with teams to ensure consistent knowledge in their assigned area for all products, services, policies, and procedures. The specialist is responsible for conducting regular audits and transaction reviews, following up with clear guidance, direction, and targeted coaching to ensure accountability and optimize service performance.

Principle Duties and Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works purposefully and is driven to provide the best team member experience.
• Consults with Retail Experience and IT to support Enterprise Risk Management compliance goals.
• Reviews policies, procedures, and training in the context of regulatory requirements to ensure compliance.
• Interfaces with all branches in the assigned district on a bi-weekly basis.
• Performs internal audits, records information, and observations to track and trend audit findings.
• Coaches to findings and partners with the Branch Manager if corrective action is necessary.
• Lead calibration sessions with management and training.
• Provide monthly and quarterly reports on trends.
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby’s organizational functions, and general operating policies and procedures.
• Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
• Knowledge of personal computer, utilizing Microsoft Office Suite and other software’s.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.
• Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, and establish and maintain effective working relationships with other team members
• Ability to be trustworthy and act with integrity.
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to coordinate several concurrent activities simultaneously.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to communicate clearly and concisely, orally and in writing.

Supervisory Responsibilities

• The team member does not have supervisory responsibilities.

Minimum Qualifications:

• High School Diploma or equivalent required.
• Minimum two (2) years of credit union or retail banking experience required.
• Associate’s degree preferred
• Teller or banker experience preferred.
• Bondable

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position.  Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time.  Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings.  The team member must be able to exchange information, in person, in writing, and via telephone.  Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.

For All Candidates:

This is a Full-Time, Hourly (non-exempt) | Emergency Classifi