Quality Assurance Specialist

EECU•Fort Worth, TX

2d•Onsite

About The Position

Join EECU as a Financial Center Quality Assurance Administrator! At EECU, we’re passionate about delivering top-tier service—and we’re looking for a detail-driven, collaborative individual to help us raise the bar even higher. As a Financial Center Quality Assurance Administrator, you’ll partner closely with our frontline teams to ensure exceptional member experiences and operational excellence. If you thrive in a fast-paced environment, enjoy problem-solving, and have a sharp eye for quality and service, we’d love to meet you!

Requirements

Bank Secrecy Act (BSA)
Anti-Money Laundering (AML)
Bank Bribery Act
NCUA Privacy Regulations
Regulation B, Regulation Z
Service Members Civil Relief Act (SCRA)
Fair Credit Reporting Act / FACTA
Attendance at initial and ongoing Bank Secrecy Act training is required.
Friendly, positive, and approachable demeanor.
Ability to build rapport and support others.
Confident in knowledge.
Detail-oriented.
Committed to upholding high standards.
Strong understanding of compliance and operational procedures.
Passionate about helping others grow and ensuring every team member is set up for success.
High school diploma required.

Nice To Haves

2–3 years of financial institution experience with knowledge of branch operations and financial platform systems
Background in quality assurance is a plus, but not required
Strong attention to detail with experience in process improvement and mentoring
Excellent communication and coaching skills
Strong organizational skills and ability to manage multiple priorities
Proficient in analyzing data and using tracking/reporting tools
College or banking certifications preferred

Responsibilities

Support frontline staff and leadership in maintaining high standards of service, policy adherence, and operational accuracy.
Conduct thorough reviews of new account and loan documentation to ensure accuracy, completeness, and compliance with credit union policies and regulations.
Identify potential risks and gaps through audits, observations, reviews. Escalate findings appropriately to reduce exposure and support continuous improvement.
Act as a service champion for our internal teams by answering questions, responding to calls, and offering guidance.
Serve as an additional resource to assist with member-related inquiries or needs, ensuring a smooth and high-quality experience.
Reinforce quality expectations, mentor financial center employees, and follow up to ensure procedures are understood and followed.
Partner with retail leadership and training to ensure alignment on quality standards, procedures, and expectations.
Serve as a backup for IRA/HSA processing and complete the necessary product certifications.
Conduct in-depth quality assurance reviews on new products and loan documentation submitted by financial centers.
Ensure compliance with EECU policies, regulatory requirements, and operational best practices.
Accurately assess risk and internal controls through audit findings and observations.
Identify procedural or systematic issues and escalate them to appropriate leadership.
Support IRA/HSA operations as needed.
Collaborate with retail leadership and training to monitor and improve employee proficiency.
Mentor financial center staff on quality standards and reinforce consistent procedural application.
Answer calls and provide real-time support for frontline employees & assist members.
Serve as a trusted support and resource to frontline employees.
Provide feedback to financial centers and management on key findings and opportunities for improvement.