Retail Operations Specialist

This position is fully remote and open to candidates currently residing in Washington, Idaho, Montana, & Oregon.

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.

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 audits that focus on procedural practices including Supervisor Overrides, Address & Contact changes, Share File Maintenance, Check Hold & Withdrawal, Instant Issue and booked loans.
• 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.

At Horizon Credit Union, we believe in attracting and retaining talented team members who embody our CORE Values of Capability, Optimism, Responsibility and Empathy. Our pay values are reflected in our compensation philosophy which rewards individual performance and the potential to contribute to our teams’ overall success long-term.

The full pay range for this position across all the states in which we hire is $22.56-$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.

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…