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

Posted 2025-08-23
Remote, USA Full Time Immediate Start
<p>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!</p>
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<div style="margin: 0px; padding: 0px; user-select: text; clear: both; cursor: text; overflow: visible; direction: ltr; color: rgb(0, 0, 0); font-family: 'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif; font-size: 12px; white-space: normal; background-color: rgb(255, 255, 255);">
<p style="margin: 2px 0px; padding: 0px; user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Reporting to the VP of Retail Operations &amp; 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 </span><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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 </span><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">operational and performance excellence. Acts as a functional liaison for operational activities between Member Experience and all operational support departments.&nbsp;</span></p>
<p style="margin: 2px 0px; padding: 0px; user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: justify;"><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">In addition to these responsibilities, this position will collaborate across the organization with departments including; Compliance, Risk, Accounting, Deposit Operations, and others as needed</span></p>
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<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><span style="margin: 0px; padding: 0px; color: rgb(0, 0, 0); text-align: left; white-space: pre-wrap; background-color: rgb(255, 255, 255);">Responsibilities:</span></strong></span></p>
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<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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 &amp; 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 &amp; Quality Control</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Assists the VP of Retail Operations &amp; Quality Control to provide training and guidance to member facing employees regarding operations. Recommends new/updates to operational procedures. Assists VP of Retail Operations &amp; Quality Control with the Retail Quality Assurance (RQA) team, made up of Retail leaders from&nbsp;the member facing teams, who perform operational quality control inspections.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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 place&nbsp;are 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&nbsp;(CQA) to make sure all policies are reviewed for compliance</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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 &amp; Quality Control, creates how-to-videos on various operational items, and stores them in the&nbsp;knowledge hub.&nbsp;</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Works with VP of Retail Operations &amp; Quality Control on strategies and on-going training to reduce controllable losses.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">&nbsp;Adhere to controls to ensure compliance with consumer protection statutes and regulations. Participate in all required training sessions for Compliance</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">&nbsp;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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Support member facing initiatives to ensure members receive an exceptional level of member service.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Travel required approximately 10% of time</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">&nbsp;Treats all co-workers and members with respect.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">&nbsp;Supports and participates in continuous improvement activities.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">&nbsp;Represents the Credit Union in a positive and professional manner.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Other related duties, as assigned</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">&nbsp;Maintains member and other sensitive information with confidentiality</span></li>
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<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Qualifications:</strong></span></p>
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<p style="margin: 0px; font-size: 10pt; font-family: 'Times New Roman', serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Minimum 4 years related progressive financial institution experience in a retail operations environment. Inclusive of at least one year experience in operational quality assurance &amp; compliance background within financial industry. Experience influencing through</span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">performing observations and providing feedback to departmental leaders</span></p>
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<p style="margin: 0px; font-size: 10pt; font-family: 'Times New Roman', serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Advanced knowledge of applicable laws, regulations, compliance practices and Credit Union procedures.&nbsp;</span></p>
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<p style="margin: 1.5pt 0in; font-size: 10pt; font-family: Calibri, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Thorough knowledge of credit union services and products</span></p>
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<p style="margin: 1.5pt 0in; font-size: 10pt; font-family: Calibri, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong interpersonal, consulting, and coaching skills and demonstrated ability to drive behavioral changes.&nbsp;</span></p>
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<p style="margin: 1.5pt 0in; font-size: 10pt; font-family: Calibri, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Must be able to effectively communicate with members, team members, management, &amp; executive leadership. Ability to interface with people in a positive manner.&nbsp;</span></p>
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<p style="margin: 1.5pt 0in; font-size: 10pt; font-family: Calibri, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Able to handle difficult/irate escalated calls.</span></p>
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<p style="margin: 1.5pt 0in; font-size: 10pt; font-family: Calibri, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to analyze and solve problems relative to operational matters, including outages, compliance, and member service needs.&nbsp;</span></p>
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<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Team oriented, ability to work collaboratively.</span></li>
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<p style="margin: 1.5pt 0in; font-size: 10pt; font-family: Calibri, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Must be able to multi-task with demonstrated ability to coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion.</span></p>
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<p style="margin: 1.5pt 0in; font-size: 10pt; font-family: Calibri, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and outside of the organization.&nbsp;</span></p>
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<p style="margin: 1.5pt 0in; font-size: 10pt; font-family: Calibri, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excellent written and verbal communication skills.&nbsp;</span></p>
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<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Possess strong organization skills.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to navigate organizational systems including, but not limited to Terafina, LoansPQ, DNA, Salesforce, Nautilus, and Prism. Compose, generate and analyze reports either through&nbsp;</span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excel, Prism, or Lending Platform (Loans PQ)</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Demonstrated computer proficiency with Microsoft Office word processing, spreadsheet, and data base applications</span></li>
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<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Preferred Qualifications:</strong></span></p>
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<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Two-year degree in relevant field or equivalent work experience</span></li>
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<p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);"><strong>Education:&nbsp;</strong></span></p>
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<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Two-year college degree or equivalent related experience, specialized course of study or program</span></li>
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<p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);"><strong>Website:&nbsp;</strong>nuvisionfederal.com/careers</span></p>
<p>&nbsp;</p>
<p style="margin: 0in 0in 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="text-decoration: underline;"><strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;">Pay scale by applicable geographic location:</span></strong></span></p>
<ul style="margin-top: 0in; margin-bottom: 0in;" type="disc">
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;">Alaska: Min</span></strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;"> $25.90 - <strong>Mid</strong> $32.37 - <strong>Max&nbsp;</strong>$38.85</span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;">Arizona: Min</span></strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;"> $22.83 - <strong>Mid</strong> $28.54 -&nbsp;<strong>Max</strong> $34.25</span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;">Florida: Min</span></strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;"> $21.77 - <strong>Mid</strong> $27.22 - <strong>Max&nbsp;</strong>$32.66</span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;">Nevada: &nbsp;Min</span></strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;"> $23.36 - <strong>Mid</strong> $29.20 - <strong>Max&nbsp;</strong>$35.04</span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;">Texas: Min</span></strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;"> $21.98 - <strong>Mid</strong> $27.48- <strong>Max&nbsp;</strong>$32.98</span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;">Washington: Min</span></strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;"> $26.53- <strong>Mid</strong> $33.16- <strong>Max&nbsp;</strong>$39.80</span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;">Wyoming: Min</span></strong><span style="font-size: 12.0pt; line-height: 107%; font-family: Arial, sans-serif;"> $22.51- <strong>Mid</strong> $28.14- <strong>Max&nbsp;</strong>$33.77</span></li>
</ul>
<p style="margin: 0px 0px 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p>
<p>&nbsp;</p>
<p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);"><strong>California Employee Privacy Notice:</strong></span></p>
<p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);"><a rel="noopener" href="https://nuvisionfederal.com/disclosures/ccpa/" target="_blank">https://nuvisionfederal.com/disclosures/ccpa/</a></span></p>
<p style="margin: 0px 0px 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">&nbsp;</p>
<p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);"><strong>Benefits:</strong></span></p>
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<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);">Medical</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);">Dental</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);">Vision</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);">Life Insurance</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);">Flexible Spending Account</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);">401(k) Matching</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);">Paid Time Off</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);">Training Provided</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif; color: rgb(0, 0, 0);">Tuition Reimbursement&nbsp;</span></li>
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