Retail Quality Assurance Specialist and Support Lead

Retail Quality Assurance Specialist and Support Lead

Join to apply for the Retail Quality Assurance Specialist and Support Lead role at Riverview Health.

SUMMARY
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The Retail Quality Assurance Specialist and Support Lead (RQASSL) is responsible for overseeing the daily operations of quality assurance processes and providing direct support to branch network teams. This role ensures compliance with regulatory requirements, internal policies, and procedures through comprehensive reviews of deposit accounts, particularly focusing on new account openings and onboarding into the Bank’s Anti-Money Laundering (AML) system.

In addition to compliance oversight, the RQASSL supports branches with retail operational processes and procedures, leads and mentors other Quality Assurance Specialists, and delivers training to strengthen team capabilities. The RQASSL also serves as acting lead in the absence of the Quality Assurance Manager (QAM). This position is aligned with Riverview’s Mission, Vision, and Values (MVVs) and is dedicated to delivering exceptional service across the organization.

Compensation
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The salary for this role will be between $21 to $30 an hour. The specific salary offered will depend on several factors including but not limited to applicant’s skills and prior relevant experience. Hired candidate may be eligible for healthcare benefits, 401K plan, short term & long-term disability coverage, life insurance, vacation & sick time, educational assistance, and several holidays.

Certain roles are eligible for additional rewards.

• Meticulous attention to detail to ensure accuracy in reviews and reporting.
• Perform daily reviews of new consumer and commercial accounts to ensure compliance with the Bank’s CIP/BSA/OFAC/Beneficial Ownership policies and procedures.
• Review Customer Due Diligence input for quality, accuracy and comprehensive data of all entity accounts.
• Review Consumer Due Diligence input for completeness.
• Identify new account review trends with branches and escalation accordingly.
• Review legal documentation to assist branches with executing and/or opening related accounts, i.e. Power of Attorney, Trusts, Estates, court ordered, etc.
• Answer and provide resolution to client calls/internal ticketing program, both internally and externally, in a timely manner of more moderate to complex issues in support of Retail operations and other bank departments, as needed.
• Ensure outgoing wire forms are completed in strict accordance with established wire guidelines and are properly imaged.
• Perform maintenance as needed, i.e. beneficial ownership, corrections, missing maintenance, etc. for accounts in QA queue.
• Monitor address change maintenance performed within the onboarding system to ensure accuracy. Notify branch accordingly for any corrections.
• Review QA file maintenance reports for accuracy and completeness.
• Assist with analyzing updates to the Bank’s new account system and updating related procedures.
• Maintain/update software application material when technical changes to the Core processor, New Account onboarding/Teller System and/or when regulatory changes occur.
• Assist with updating related AVTC (teller system) procedures when changes occur to teller processing system.
• Provide technical support when errors occur within branch applications, i.e. teller transactions, onboarding, FIS Portal/Chex Systems, etc.
• Support/Maintain the Bank’s central cash vault for daily cash reconciliations, weekly cash orders/shipments to the Federal Reserve and administration of the armored electronic ordering system, issue user IDs, etc.
• Prepare Journal Entries for proper accounting of Commercial cash vault transactions, and Remote ATM deposits and withdrawals.
• Complete monthly cash vault invoices.
• Perform monthly branch cash reconciliation/certification.
• Complete Loss/Recovery Reclassification.
• Provide information by collecting, analyzing, and summarizing information when responding to requests.
• Assist with support and installation of Teller Currency Recyclers (TCRs).
• Maintain quality service by monitoring standards, advising department manager of potential problems.
• Assist the Retail Operations…