Quality Improvement Representative

Join EECU as a Financial Center Quality Improvement Representative!

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 Improvement Representative , 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!

• ** Partner with Financial Centers** :
  Support frontline staff and leadership in maintaining high standards of service, policy adherence, and operational accuracy.
• ** Perform Quality Reviews** :
  Conduct thorough reviews of new account and loan documentation to ensure accuracy, completeness, and compliance with credit union policies and regulations.
• ** Monitor Risk and Compliance** :
  Identify potential risks and gaps through audits, observations, reviews. Escalate findings appropriately to reduce exposure and support continuous improvement.
• ** Provide Exceptional Internal Support** :
  Act as a service champion for our internal teams by answering questions, responding to calls, and offering guidance.
• ** Support Our Members** :
  Serve as an additional resource to assist with member-related inquiries or needs, ensuring a smooth and high-quality experience.
• ** Mentor and Train** :
  Reinforce quality expectations, mentor financial center employees, and follow up to ensure procedures are understood and followed.
• ** Collaborate Across Teams** :
  Partner with retail leadership and training to ensure alignment on quality standards, procedures, and expectations.
• ** Product Knowledge Support** :
  Serve as a backup for IRA/HSA processing and complete the necessary product certifications.

The Financial Center Quality Assurance Administrator is responsible for conducting in-depth quality assurance reviews on new products and loan documentation submitted by financial centers. This includes ensuring 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 expedite 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

The ideal candidate is confident, self-motivated, and skilled at building positive relationships. They are comfortable coaching others, addressing issues constructively, and helping teammates succeed.

This position is responsible for ensuring compliance with all applicable federal and state regulations, including but not limited to:

• 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.

You're friendly, positive, and approachable —with a natural ability to build rapport and support others. You're confident in your knowledge, detail-oriented, and committed to upholding high standards. With a strong understanding of compliance and operational procedures, you're passionate about helping…