Retail Quality Assurance Manager

Retail Quality Assurance Manager

Take the next step toward your new career today! Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country! The RQA Manager is responsible for the assessment of adherence to established branch policies and procedures, including the collection, analyzing, and reporting of performance standards related to customer service, quality, and regulatory compliance for the branch network. The RQA Manager is also responsible for providing branch staffing assistance when needed. This need will be determined collaboratively by the Divisional Management and RQA Administrative Manager.

Key Responsibilities:

• For assigned branches, conducts routine audits of work processes and practices in accordance with established policies and procedures; ensures Woodforest' compliance with regulatory components pertaining to daily bank servicing operations.
• Collects, documents, and analyzes data to assess performance in compliance with regulatory requirements, bank procedures, service standards and management policies using various methods such as interviewing employees, documenting reviews, and conducting physical inspections.
• Prepares detailed written reports on assessment findings; discusses results with the management teams, makes recommendations on process improvements, and initiates required actions for violations.
• Provides corrective actions to be implemented by branch staff and follows up to ensure findings are resolved as required.
• Completes formal re-assessments as required to support Retail Quality Assurance Program.

Competencies Required:

• Thorough knowledge of the Bank's products, services, policies, and procedures.
• Solid technology abilities, including proficiency with Microsoft office applications (Excel, Outlook, Word, PowerPoint, SharePoint), strong internet research skills, and the ability to navigate banking software applications.
• Excellent presentation and communication skills, including technical writing abilities.
• Strong interpersonal skills; ability to develop effective business partnerships, build consensus across diverse teams and achieve results through the effort of others.
• Strategic and problem-solving mindset with developed analytical ability.
• Strong organizational skills with the ability to prioritize workload and multi-task in a fast-paced environment while maintaining attention to detail.

Minimum Qualifications/Experience: 3+ years of audit experience for a financial institution OR 1+ years as a Woodforest Branch Manager, required. Formal Education & Certification: High School Diploma or equivalent required. Bachelor's degree preferred. Work Status: Full-Time. Supervisory Responsibility: None. Travel: Up to 80% travel expected. Working Conditions: Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc. Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management's right to assign or reassign duties and responsibilities to this job at any time. Woodforest is an Equal Opportunity Employer, including Disability and Veterans.