Channel Experience - Retail Quality Control Specialist - Full Time - Remote (AZ, AK, FL, NV, So[...]

Nuvision Federal; Alaska; Remote; USD 80,000 - 100,000; Full time

Job summary

Nuvision Federal is seeking a Retail Quality Control Specialist to maintain operational integrity and ensure compliance in member-facing departments. This role involves conducting quality control reviews, collaborating with various departments, and supporting continuous improvement initiatives to enhance member experience. Ideal candidates possess strong interpersonal and analytical skills, along with a minimum of 4 years of relevant experience in a financial institution. Remote position available to candidates in multiple states.

Qualifications

• Minimum 4 years related experience in a retail operations environment, including operational quality assurance.
• Strong communication and problem-solving abilities are essential.
• Team-oriented with a focus on collaboration and member-centric service.

Responsibilities

• Conducts quality control reviews and assesses operations and policies.
• Collaborates with various departments to implement and monitor policies and initiatives.
• Prepares and presents operational findings at meetings.

Skills

Interpersonal skills

Coaching skills

Analytical skills

Problem-solving skills

Education

Two-year college degree or equivalent experience

Tools

Microsoft Office

Terafina

LoansPQ

DNA

Salesforce

Nautilus

Prism

Job description

Channel Experience - Retail Quality Control Specialist - Full Time - Remote (AZ, AK, FL, NV, So. CA, WA, WY, TX)

Washington, USA •

Wyoming, USA •

Texas, USA

Job Description

Posted Friday, June 13, 2025 at 7:00 AM

We embrace passionate Team Members who consistently display our values: United, Informative, Approachable, Caring and Transparent. We are united in our collective effort to achieve member goals and proactively provide solutions tailored to individual Member needs. We are committed to ensuring that each Member receives a positive service experience and trusted financial advice. Join the Nuvision Team today! Let us be part of your career journey!

Reporting to the VP of Retail Operations & Quality Control, Retail Quality Control Specialist is responsible for maintaining appropriate levels of operational focus, integrity, and control for all member facing departments. This includes branches, Member Contact Center, Member Relationship Center, Live Teller Connect, and E-Delivery. This role is focused on assessing operations, policies, and procedures, including conducting quality control reviews. Supports the member centric culture across the organization and collaborates with partners to achieve operational and performance excellence. Acts as a functional liaison for operational activities between Member Experience and all operational support departments.

In addition to these responsibilities, this position will collaborate across the organization with departments including; Compliance, Risk, Accounting, Deposit Operations, and others as needed

Responsibilities:

• Supports organization as necessary to meet financial and operational goals, ensures regulatory compliance and demonstrated proficiency in implementing policies and procedures. Under the guidance and direction of the VP of Retail Operations & Quality Control, conducts periodic remote departmental visits and on-site branch visits, performs random inspections and reviews to visibly ensure team member accuracy and member and employee safety, as well as compliance with all member facing team objectives, policies, procedures, and operations. Performs research on (un)controllable losses and maintains the risk and financial management scorecard for monthly publication. Assesses and presents quality control findings and delivers insights, recommendations, and necessary actions to the VP, of Retail Operations & Quality Control
• Assists the VP of Retail Operations & Quality Control to provide training and guidance to member facing employees regarding operations. Recommends new/updates to operational procedures. Assists VP of Retail Operations & Quality Control with the Retail Quality Assurance (RQA) team, made up of Retail leaders fromthe member facing teams, who perform operational quality control inspections.
• Collaborates with various departments to assist in the implementation and monitoring of policies, procedures and operational enterprise projects and departmental initiatives, ensuring procedures and processes put in placeare being followed. Will also assist in the development, implementation and tracking of operational initiatives, departmental and branch plans, assist with surprise cash audits, provide operational support to staff, and help identify operational inefficiencies and risk. Will work directly with risk and Compliance-Quality Assurance(CQA) to make sure all policies are reviewed for compliance
• Prepares and presents at various department meetings covering operational items. Fosters member-centric environment across the organization Assures professional development by providing opportunities for growth in the understanding and application of management skills and techniques in assigned functions and responsibilities
• Assists with the review of various procedures within our knowledge hub, to ensure procedures are up to date and accurate. Under the direction of the VP of Retail Operations & Quality Control, creates how-to-videos on various operational items, and stores them in theknowledge hub.
• Works with VP of Retail Operations & Quality Control on strategies and on-going training to reduce controllable losses.
• Adhere to controls to ensure compliance with consumer protection statutes and regulations. Participate in all required training sessions for Compliance
• Participates in and contributes to corporate projects related to the member facing areas. Duties required to all branch locations and business meetings within the local community and out of state.
• Assists in the coordination of branch safety/security, workspace design, openings, closings, relocations, and reductions in branch services. In addition, assists with acquisitions and conversions.
• Support member facing initiatives to ensure members receive an exceptional level of member service.
• Travel required approximately 10% of time
• Treats all co-workers and members with respect.
• Supports and participates in continuous improvement activities.
• Represents the Credit Union in a positive and professional manner.
• Other related duties, as assigned
• Maintains member and other sensitive information with confidentiality

Qualifications:

Minimum 4 years related progressive financial institution experience in a retail operations environment. Inclusive of at least one year experience in operational quality assurance & compliance background within financial industry. Experience influencing through
performing observations and providing feedback to departmental leaders

Advanced knowledge of applicable laws, regulations, compliance practices and Credit Union procedures.

Thorough knowledge of credit union services and products

Strong interpersonal, consulting, and coaching skills and demonstrated ability to drive behavioral changes.

Must be able to effectively communicate with members, team members, management, & executive leadership. Ability to interface with people in a positive manner.

Ability to analyze and solve problems relative to operational matters, including outages, compliance, and member service needs.

• Team oriented, ability to work collaboratively.

Must be able to multi-task with demonstrated ability to coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion.

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and outside of the organization.

Excellent written and verbal communication skills.

• Possess strong organization skills.
• Ability to navigate organizational systems including, but not limited to Terafina, LoansPQ, DNA, Salesforce, Nautilus, and Prism. Compose, generate and analyze reports either through
  Excel, Prism, or Lending Platform (Loans PQ)
• Demonstrated computer proficiency with Microsoft Office word processing, spreadsheet, and data base applications

Preferred Qualifications:

• Two-year degree in relevant field or equivalent work experience

Education:

• Two-year college degree or equivalent related experience, specialized course of study or program

Website:nuvisionfederal.com/careers

Pay scale by applicable geographic location:

• Arizona: Min $22.83 - Mid $28.54 -Max $34.25
• Florida: Min $21.77 - Mid $27.22 - Max$32.66
• Southern California: Min $24.94 - Mid $31.18 - Max $37.42
• Texas: Min $21.98 - Mid $27.48- Max$32.98
• Washington: Min $26.53- Mid $33.16- Max$39.80

The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of applicable experience within the job, the type of years and experience within the industry, job related training/education, etc.