Retail Quality Assurance Specialist

Retail Quality Assurance Specialist

This position is in-office and can be located in a FirstBank office in or near middle TN. Summary : This position is a quality control audit position for frontline staff associates and operational departments. The position requires research and recordkeeping to ensure adherence to bank policy, procedure, and processes. The Retail Quality Assurance Specialist will utilize systems and procedures to assist with records for branch audits, compliance, internal and external audits.

Essential Duties and Responsibilities :

• Work with operational support departments, risk, and compliance to implement new processes and monitor branch operational activities in accordance with policy, procedure and regulatory requirements
• Respond to internal and external requests on operational issues or provide requested records in a quick and efficient manner utilizing professional customer service communication with all bank associates
• Review bank policy and procedure for reasonableness and provide recommended changes to Manager
• May be responsible for the creation, distribution and monitoring of certain departmental reports
• Set cash targets and monitor for adjustments or coaching with branch management
• Perform analysis as needed to track cash or cash losses (teller outages, ATM outages, TCR outages, Vault outages, etc.)
• Compile records and documents to conduct periodic surprise branch operational audits to ensure adherence to policy and procedure
• Keep consistent records to provide with audit paperwork as test samples
• Discuss audit findings and develop resolutions with Market Leadership
• Work with Market Leadership and Branch Operations to ensure corrective action and proper documentation is completed for findings identified within internal and external audits
• Use documented observational coaching to interact with staff and identify operational inefficiencies and risk
• Assist in the coordination of branch openings, closings, relocations, and reductions in branch services
• Lead and assist with bank acquisitions or conversions
• Participate in all required training sessions for Compliance
• Maintain adequate controls to ensure compliance with consumer protection statutes / regulations in a defined area of responsibility
• Ensure bank-directed changes relating to regulatory amendments have been implemented
• Required hours are 8 : 00 am to 5 : 00 pm Monday through Friday or as required for problem solving (Some Saturday and holiday hours may be required but is not typical)

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Organization and attention to detail are crucial to be successful in this position. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

FirstBank does not accept unsolicited resumes from agencies and staffing firms. Recruitment agencies and consultants may not submit resumes directly to managers. FirstBank will not pay fees to any third-party agency or company that does not have a signed agreement as an approved vendor. FirstBank is an Equal Opportunity Employer, including disability.