Operations Planning and Governance - Operations Quality Assurance Specialist

Overview

TITLE: OPERATIONS QUALITY ASSURANCE SPECIALIST

STATUS: NON-EXEMPT

REPORTS TO: SUP - OPERATIONS QUALITY ASSURANCE

DEPARTMENT: OPERATIONS CONTINUOUS IMPROVEMENT

JOB CODE: 11823

PAY RANGE: $25.40 - $26.50 HOURLY

General Description Analyze and review first line monitoring for Payment Operations and Service Operations. Maintain excellent knowledge of the Federal Regulations including, but not limited to, Regulation B, Regulation CC, Regulation D, Regulation E, Regulation J, Regulation V, Regulation Z, Anti-money laundering, Anti-money laundering, Federal Reserve Bank, Funds Availability, NACHA Rules and Guidelines, IRS and Franchise Tax Board Rules and Guidelines, and general banking rules. Seek reasonable assurance that Payment Operations and Service Operations functional processes create and maintain adequate internal controls through monthly, quarterly, or annual audits and quality assurance tests. Ability to multi-task effectively and meet deadlines with supervision. Demonstrated ability to think critically and analyze and communicate complex information to all levels of management and staff. Responsibilities Responsible for reviewing a statistical sampling of both Payment Operations and Service Operations processes. Utilize department tools and resources to ensure reviews are completed on a timely manner, within the benchmark timeframe, and without sacrificing quality. Responsible for monitoring Service Operations calls to ensure deliverance of excellent customer service and adherence to proper documentation practices and customer identification program. Process all regulatory and compliance tasks accurately and complete all learning modules within required timeframes. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance. Achieve individual daily and monthly production goals, contributing to department benchmarks, metrics, and KPIs. Actively participate in team discussions and contribute to department meetings. Engage in company-wide events, fostering and developing interpersonal connections. Understand and follow Golden 1’s Funds Availability policy and Regulation CC guidelines. Assist with updating the quality assurance policies, procedures, and processes in accordance with changes to federal and state regulations, investor guidelines and internal policies and procedures. Monitor and confirm management corrective actions that address findings from compliance reviews. Perform follow-up reviews to ensure appropriate actions were taken and desired results achieved. Collaborate with management to identify process inefficiencies and submit procedural updates for approval, as needed. Update and maintain department procedures. Perform all other related duties as assigned. Physical Skills, Abilities, and Exertion Effective oral and written communication skills required to audit consumer and mortgage loan documents. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone. Organizational Contacts & Relationships INTERNAL: Credit union management and all levels of staff. EXTERNAL: Members, peers at other financial institutions, vendors, insurance companies. Qualifications Education: Bachelor’s degree in business, Finance, or equivalent work experience in a related field Preferred. Experience: Three years or more in a position performing credit and financial analysis within a financial institution. Knowledge/Skills: Keeps abreast of Compliance and Credit Union rules, regulations, policies, and practices. Maintain and keep current knowledge of all regulations outlined in job description. Proven ability to meet and/or exceed individual and team goals. Ability to multi-task effectively and meet deadlines with limited supervision. Demonstrated ability to think critically and analyze and communicate complex information to all levels of management and staff. Proficiency in Microsoft Word, Excel, and PowerPoint as well as Adobe Acrobat Pro and SharePoint. Must work well in a fast paced and flexible production-oriented department. Physical Requirements Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Licenses/Certifications None Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.

REV. 3/13/2026

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