Retail Operations Specialist

Horizon Credit Union•Spokane Valley, WA

6d•$23 - $33•Hybrid

About The Position

YOUR PURPOSE Supports quality assurance, compliance, and adherence to regulatory requirements for the branch and contact center operations within Horizon Credit Union. Randomly audits financial transactions and lending practices to ensure policy standards and procedures are followed. Updates procedures to reflect regulatory changes and makes recommendations based on audit findings to improve compliance and enhance member experience. Recommends training and/or procedural enhancements to improve compliance, quality assurance outcomes, and the overall member experience based on quality assurance results. This role can be hybrid, onsite, or remote within Washington, Idaho, or Montana. Occasional travel may be required if fully remote. YOU ARE RESPONSIBLE FOR Quality Assurance Conduct daily quality assurance reviews that focus on compliance requirements to include internal policies, procedures and regulatory requirements for retail branches and the contact center. Perform monthly branch quality assurance reviews focused on adherence to established procedures, operational controls, and risk management practices. Review a sample of Consumer and most Commercial memberships to ensure compliance with all required processes. Validate that all documents are present, and the memberships are properly and accurately added to the core system. Complete and provide reports to supervisor listing all tasks that require follow up and corrections. Complete and provide retail operation dashboards to supervisor and post on the Hub for retail services, including ITM Center, Contact Center and Retail. Identify opportunities for procedural changes and/or enhancements that will streamline processes, improve efficiency and enhance member experience. Convert audit findings into meaningful business insights and recommendations, coordinating efforts to identify trends, patterns, and opportunities for improvements to include training opportunities and procedural enhancements for increased clarity. Lead efforts to optimize retail operations quality control activity by identifying areas for enhancement within audit processes. Support retail services in tracking and reporting cross-sale campaigns and recommend activities that focus on building member relationships and/or enhance the member experience. Maintain up-to-date and comprehensive knowledge of all HZCU products and services, as well as all related policies, procedures, rules and regulations. Support User Acceptance Testing (UAT) by completing a variety of test plans, semi-annual updates and patches/updates within the core system, which includes annual Business Continuity Plan testing. Perform additional duties as assigned to support the Retail Operations Procedural and Training Manager to ensure Retail Operations meets a high level of quality assurance. COMPENSATION The full pay range for this position across all the states in which we hire is $22.56 to $32.72. The figures shown represent the minimum and maximum of the range for this role. Individual offers are made dependent upon a candidate’s experience, education, and skill level. Benefits, Perks, and Other Good Stuff We know there’s more to life than just a job. Our benefits are designed to help support our employees and their well-being. Take a look at what we have to offer: Medical, Dental, & Vision Insurance for full-time and reduced full-time employees & their families Telemedicine for part-time employees Paid Group Life and Disability Insurance Employee Assistance Program Tuition Reimbursement Program 401K Retirement Savings Employer 401K Retirement Contributions & Matching upon eligibility Discretionary Annual Incentive Bonus based on eligibility criteria Paid Time Off per Full Calendar Year: 10 hours of PTO per month (prorated for reduced full-time and part-time) Paid Birthday Holiday 2 Paid Wellness Days Up to 24 hours of Paid Volunteer Time annually 11 Paid Holidays And More! SUCCESS LOOKS LIKE Our individual contributor success competencies, coupled with our CORE Values, drive our ability to fulfill our Promise of "Guiding members in the direction of their dreams". Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. Readily takes action on challenges, without unnecessary planning Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity Communicates Effectively: Develops and delivers communications that convey a clear understanding of the unique needs of different audiences Member Focused: Builds strong member relationships and delivers member-centric solutions, both internally and externally Self-Development Focused: Actively seeks new ways to grow and be challenged using both formal and informal development

Requirements

A Bachelor's degree, and one to three years of related experience and/or training.
Must be technologically savvy, sales-oriented and have a thorough knowledge of credit union core systems.
Must have a strong understanding of financial practices and procedures of the retail credit union branches and contact centers, including those related to the Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and other compliance-related procedures.
A combination of education and experience equivalent to the above may be considered.
Current working knowledge of credit union branch functions, including documentation necessary for establishing specialty accounts, e.g. Trust, Representative Payee, Power of Attorney, and Commercial accounts.
Knowledge of the collection process, risk management practices and proper detection of fraudulent lending applications and practices.
High level of proficiency with Office365 tools and resources.
Technologically savvy and capable of learning various software and systems.
Ability to write reports, business correspondence and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, vendors and members.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
To perform the essential functions of this position an employee must be able to meet the following workplace demands: ability to converse with others, detect sound, identify and detect objects, count, read, write, operate a computer, handle and feel objects, reach with hands/arms and be stationary and/or stand and/or move for long periods of time. Occasionally an employee will lift/pull/push and carry up to 25 to 50 pounds, stoop, kneel, crouch, crawl, climb and be able to maintain balance doing these activities. Position requires sound reasoning, good judgment and ability to apply knowledge toward work activities. The noise level is moderate and typical of a normal office environment. In accordance with the Americans with Disabilities Act, Horizon Credit Union will provide reasonable accommodation/s to qualified individuals with disabilities to perform the essential functions, unless such accommodations would cause the employer an undue hardship. To request an accommodation, please contact Human Resources.

Nice To Haves

Prefer five or more years of experience in retail operations.

Responsibilities

Conduct daily quality assurance reviews that focus on compliance requirements to include internal policies, procedures and regulatory requirements for retail branches and the contact center.
Perform monthly branch quality assurance reviews focused on adherence to established procedures, operational controls, and risk management practices.
Review a sample of Consumer and most Commercial memberships to ensure compliance with all required processes. Validate that all documents are present, and the memberships are properly and accurately added to the core system. Complete and provide reports to supervisor listing all tasks that require follow up and corrections.
Complete and provide retail operation dashboards to supervisor and post on the Hub for retail services, including ITM Center, Contact Center and Retail.
Identify opportunities for procedural changes and/or enhancements that will streamline processes, improve efficiency and enhance member experience.
Convert audit findings into meaningful business insights and recommendations, coordinating efforts to identify trends, patterns, and opportunities for improvements to include training opportunities and procedural enhancements for increased clarity.
Lead efforts to optimize retail operations quality control activity by identifying areas for enhancement within audit processes.
Support retail services in tracking and reporting cross-sale campaigns and recommend activities that focus on building member relationships and/or enhance the member experience.
Maintain up-to-date and comprehensive knowledge of all HZCU products and services, as well as all related policies, procedures, rules and regulations.
Support User Acceptance Testing (UAT) by completing a variety of test plans, semi-annual updates and patches/updates within the core system, which includes annual Business Continuity Plan testing.
Perform additional duties as assigned to support the Retail Operations Procedural and Training Manager to ensure Retail Operations meets a high level of quality assurance.

Benefits

Medical, Dental, & Vision Insurance for full-time and reduced full-time employees & their families
Telemedicine for part-time employees
Paid Group Life and Disability Insurance
Employee Assistance Program
Tuition Reimbursement Program
401K Retirement Savings
Employer 401K Retirement Contributions & Matching upon eligibility
Discretionary Annual Incentive Bonus based on eligibility criteria
Paid Time Off per Full Calendar Year:
10 hours of PTO per month (prorated for reduced full-time and part-time)
Paid Birthday Holiday
2 Paid Wellness Days
Up to 24 hours of Paid Volunteer Time annually
11 Paid Holidays