Retail Operations Specialist

Horizon Credit Union

Quality Assurance Specialist ensuring compliance with regulatory requirements at Horizon Credit Union. Conducts audits, updates procedures, and enhances member experience based on findings.

Posted 7/21/2026full-timeRemote • Idaho, Montana, Oregon, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $23 - $33 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in quality assurance and compliance within retail operations, with a strong understanding of financial practices and regulatory requirements. Proficient in auditing processes, procedural enhancements, and member experience optimization.

Highest-signal resume keywords

Quality AssuranceCompliance ManagementFinancial PracticesRetail OperationsAudit Processes

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Audit ProceduresRegulatory ComplianceFinancial Transaction AuditingReport WritingCore System KnowledgeRisk ManagementFraud DetectionProcedural EnhancementsUser Acceptance TestingOffice365 Proficiency

Soft Skills

Problem SolvingEffective CommunicationPresentation SkillsInterpersonal SkillsTraining Recommendations

Industry Keywords

Bank Secrecy ActOffice of Foreign Asset ControlCredit Union OperationsMember ExperienceRetail Branch Functions

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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!