Quality Assurance Specialist

EECU; Fort Worth (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

EECU Community Credit Union in Fort Worth, TX is hiring a Financial Center Quality Improvement Representative to partner with frontline staff, ensure policy adherence, and uphold service excellence.

You will conduct quality reviews of new account and loan documentation, monitor risk and compliance, mentor staff, and support members with high-quality service. This role emphasizes collaboration and coaching while meeting federal and state regulations.

Qualifications

• 2–3 years of financial institution experience with knowledge of branch operations and financial platform systems.
• Strong attention to detail with experience in process improvement and mentoring.
• Excellent communication and coaching skills.

Responsibilities

• 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.

Skills

Attention to detail

Communication skills

Coaching

Relationship-building

Data analysis

Education

High school diploma

Tools

Financial platform systems

Job description

Full-time Regular Administrative Fort Worth, TX, US

9 days ago Requisition ID: 2494

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!

What You’ll Do:

• 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.

Key Responsibilities:

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.

This role will:

• Accurately assess risk and internal controls through audit findings and observations
• Identify procedural or systematic issues and elevate 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.

Compliance Responsibilities:

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

*Attendance at initial and ongoing Bank Secrecy Act training is required.

What You Bring:

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 others grow and ensuring every team member is set up for success.

Preferred Qualifications:

• 2–3 years of financial institution experience with knowledge of branch operations and financial platform systems
• Background in quality assurance is a plus, but not required
• Strong attention to detail with experience in process improvement and mentoring
• Excellent communication and coaching skills
• Strong organizational skills and ability to manage multiple priorities
• Proficient in analyzing data and using tracking/reporting tools
• High school diploma required; college or banking certifications preferred
• SCHEDULE: M-F 7:30am to 6pm Saturday 9-2
• EECU will, in compliance with applicable laws, evaluate an applicant’s credit history. Only applicants with good credit history will be considered for open positions. If offered a position with EECU, will have to clear background check including employment, criminal, and drug screen.

For more than 90 years, Fort Worth-based EECUcommunity credit union has been committed to providing members A Better Way ofBanking®. Today, EECU is one of the largest credit unions in Texas with over$4.5 billion in assets, 22 financialcenters across North Texas, and member access to robust online and mobile banking services. While we have expanded significantly over the years, our mission remains the same: delivering value, convenience, and a personalized experience that reflects the EECU difference. Our dedication to our members, communities, and employees has earned national recognition, including being named one of America's Best Credit Unions by Newsweek, a Best-In-State Credit Union by Forbes, and a Best-In-Class Employer by Gallagher. At EECU, you'll join an organization that values service, innovation, community involvement, and the professional growth of its employees.

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.