Retail Operations Specialist

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🕒 Yesterday

🥔 Idaho, Montana, +2 more states – Remote

🥔 Idaho – Remote 🦬 Montana – Remote 🌲 Oregon – Remote ☕ Washington – Remote

💵 $22 - $32 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Horizon Credit Union

WebsiteLinkedInAll Job Openings

201 - 500 employees

YOUR PATH. OUR PURPOSE.Horizon Credit Union is a not-for-profit financial institution located in the Northwest. As a member-owned credit union, every decision we make is tied to the benefit it brings our members. We know that each financial journey is unique, and we are prepared to maintain our promise to guide members in the direction of their dreams.LOCATIONSCentral and Eastern Washington, Northern and Southern Idaho, and Western Montana.HISTORYFounded in 1947, Horizon Credit Union has roots in the northwest. Our headquarters is located just a short distance from where it all began in Spokane Valley, WA. Today, you will find our branch network stretching from Central WA into Southern ID and Western Montana.OUR TEAM is capable, optimistic, responsible, and empathetic. As part of a growing organization, Horizon employees bring a vast array of experience and skills, working together to make a difference in the financial industry and the communities we serve. On the quest for a new career? Explore your options at HZCU: http://www.hzcu.org/careersView our Social Media Standards & Expectations of Use at: https://bit.ly/3qpbUWCInsured by NCUA.Equal Housing Opportunity.

📋 Description

• 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. • 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.

🎯 Requirements

• A Bachelor's degree with a minimum of three years of related experience and/or training. • Prefer five or more years of experience in retail operations. • Must be technologically savvy, sales-oriented and have a thorough knowledge of credit union core systems. • Must have a strong understanding of financial practices and procedures of the retail credit union branches and contact centers, including those related to the Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and other compliance-related procedures. • A combination of education and experience equivalent to the above may be considered. • Current working knowledge of credit union branch functions, including documentation necessary for establishing specialty accounts, e.g. Trust, Representative Payee, Power of Attorney, and Commercial accounts. • Knowledge of the collection process, risk management practices and proper detection of fraudulent lending applications and practices. • High level of proficiency with Office365 tools and resources. • Technologically savvy and capable of learning various software and systems. • Ability to write reports, business correspondence and procedure manuals. • Ability to effectively present information and respond to questions from groups of managers, vendors and members. • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. • Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

🏖️ Benefits

• 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 Birthday Holiday • 2 Paid Wellness Days • Up to 24 hours of Paid Volunteer Time annually • 11 Paid Holidays • And More!