Quality Assurance Specialist- Fort Worth

Join Our Team as a Financial Center Quality Assurance Specialist!

At EECU, we are passionate about delivering top-tier customer service and we're looking for a dynamic Financial Center Quality Assurance Specialist to help us achieve just that! As a vital member of our team, you'll work closely with our Financial Center staff to ensure we consistently provide the highest level of customer care. If you're someone who thrives in a fast-paced environment, loves collaborating with others, and has a keen eye for customer experience, this is the role for you!

What You'll Do

• Partner with Financial Centers: Work hand-in-hand with our financial center teams to maintain and elevate the standard of customer service.
• Monitor Customer Feedback: Oversee NPS scores and social media reviews, gaining valuable insights to help improve our service delivery.
• Ensure Service Excellence: Lead efforts to meet and exceed customer service goals, ensuring that each customer interaction is nothing short of exceptional.
• Make an Impact: Your work will play a direct role in fostering a culture of excellence and continuous improvement across our financial centers.
  
  

Key responsibilities for the Quality Assurance Specialist will be performing a variety of monitoring of quality assurance reviews on new products and loan documentation submitted from financial centers. Responsible for ensuring that all products/loan reviews follow all credit union procedures, regulations and completeness of documentation. During the review, this position will accurately assess risks and controls through audits, observations, and reviews. The position is responsible for identifying systematic and/or procedural risks in areas of compliance, process adherence, EECU policies, and operational risks, and will escalate findings appropriately. The FC Quality Assurance Specialist will be a backup for IRA/HSA and will receive the necessary certifications for these products. The FC Quality Assurance Specialist works closely with the retail management team and training to provide support to the financial center employees. This position must possess the skillset to effectively translate their knowledge to others and actively monitor financial staff proficiency. This position is responsible for reinforcing all activities related to systems and procedures for the financial center employees in quality. The position will also be responsible for following up with the financial center employees, assist with mentoring at the financial centers for employees on quality expectations. This role will serve as an ongoing support and quality resource to the financial center employees. Provides feedback and support to financial centers and retail management of significant issues or developments identified during quality assurance research. Must be self-assured, build rapport quickly, and have the ability to motivate others to meet their individual and team goals.

Responsible for compliance of all Federal and State rules and regulations pertaining but not limited to Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, NCUA Privacy Regulations, Reg B, Reg Z, Service Members Civil Relief, and FCRA/FACTA. Required to attend initial and ongoing annual Bank Secrecy Act training.

Candidates for EECU should possess the following knowledge and experience:

• Two to three years of financial experience understanding all aspects of financial platform and operations
• Background in Quality Assurance is encouraged, but not required
• Detail oriented candidate with experience in process improvement, mentoring, and strong compliance adherence
• Strong leadership Skills
• Strong creative skills as well as keen ability to digest and utilize tracking information
• Exceptional oral and written communication skills
• Ability to coach and mentor staff
• Excellent organizational abilities
• Bachelor's Degree or 2-3 years financial experience preferred
• EECU will, in compliance with applicable laws, evaluate an applicant's credit history. Only applicants with good credit history will be considered for open positions. If offered a position with EECU, will have to clear background check including employment, criminal, and drug screen.
  
  

For more than 90 years, Fort Worth-based EECU community credit union has been committed to providing members A Better Way of Banking ®. Today, EECU is one of the largest credit unions in Texas with over $4 billion in USD assets and serves over 277,000 members through 18 financial centers across North Texas. In the true spirit of the credit union philosophy “people helping people” EECU was recently honored with the Fort Worth Business Press Corporate Philanthropy Award for employee volunteerism, named Best Bank/Credit Union by the Fort Worth Star Telegram's readers, and became the 1st credit union in Fort Worth to become Blue Zones certified for promoting employee well-being.

If you are ready to help us deliver outstanding service and make a real difference, apply today to be a part of our incredible team at EECU!

EECU is an EOE/Vets/Disabled Employer.

We are an Equal Opportunity Employer and do not discriminate against applicants due to veterans status or on the basis of disability.

For more information on our organization and benefits please visit EECU Careers.

Monday-Friday hours between 7:30am and 6pm, rotating Saturdays- hours between 9am-2pm