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Location: Fort Worth TX
Requisition ID: 1545
Date Posted: 30+ days ago

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EECU is looking for a Financial Center Quality Assurance Lead that will be working hand on with the financial centers employees to ensure that EECU is providing best-in-class customer service on an on-going basis. This position will be responsible for overseeing the NPS scores and Social media reviews for the financial centers and/or specific market and will ensure that the team is meeting expected customer service goals. 

Key responsibilities for the Financial Center Quality Assurance Lead will be performing a variety of monitoring of quality assurance reviews on new products and loan documentation submitted from financial centers. Responsible for ensuring that all products/loan reviews follow all credit union procedures, regulations and completeness of documentation. During the review, this position will accurately assess risks and controls through audits, observations, and reviews. The position is responsible for identifying systematic and/or procedural risks in areas of compliance, process adherence, EECU policies, and operational risks, and will escalate findings appropriately. The FC Quality Assurance Lead works closely with the retail management team and training to provide support to the financial center employees. This position must possess the skillset to effectively translate their knowledge to others and actively monitor financial staff proficiency. This position is responsible for reinforcing all activities related to systems and procedures for the financial center employees in quality. The position will also be responsible for following up with the financial center employees, assist with mentoring at the financial centers for employees on quality expectations. This role will serve as an ongoing support and quality resource to the financial center employees. Provides feedback and support to financial centers and retail management of significant issues or developments identified during quality assurance research. Must be self-assured, build rapport quickly, and have the ability to motivate others to meet their individual and team goals. Responsible for compliance of all Federal and State rules and regulations pertaining but not limited to Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, NCUA Privacy Regulations, Reg B, Reg Z, Service Members Civil Relief, and FCRA/FACTA. Required to attend initial and ongoing annual Bank Secrecy Act training.

Candidates for EECU should possess the following knowledge and experience:

  • Two to three years of financial experience understanding all aspects of financial platform and operations
  • Strong leadership Skills
  • Strong creative skills as well as keen ability to digest and utilize tracking information
  • Exceptional oral and written communication skills
  • Ability to coach and mentor staff
  • Excellent organizational abilities
  • Bachelor’s Degree or 2-3 years financial experience preferred

EECU is an EOE/Vets/Disabled Employer.

We are an Equal Opportunity Employer and do not discriminate against applicants due to veterans status or on the basis of disability.

For more information on our organization and benefits please visit EECU Careers.

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Meet Our Employees.

I love that at EECU I add real value that impacts our members, employees, and community. Every day I experience collaboration and support from everyone around me. Plus I can participate in various community volunteer events offered throughout the year! EECU definitely delivers on its promise of bettering our members, employees, and the communities we work and live in.

Joe Standish
Manager, Contact Center Operations

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