Operations Quality Controls Specialist

Title: Operations Quality Controls Specialist

Reports to: Branch Operations Quality Controls Manager

Supervises: None

Status: Non-Exempt

The Operations Quality Controls Specialist is responsible for a variety of branch operational, Audit, and control-related activities. The primary focus of the position is supporting branch operations through branch visits, cash management activities, operational reviews, Quality Control/Audit processes, documentation, reporting, and compliance-related functions. The position collaborates with branch leadership, Risk Management, Internal Audit, and Operations leadership to help ensure operational processes are completed accurately, efficiently, and in accordance with Credit Union policies, procedures, and regulatory compliance requirements. Additional responsibilities may include operational support functions, training assistance, and reporting.

• Conduct operational reviews and control assessments to verify compliance with established policies and procedures.
• Research, analyze, and document branch operational activities, exceptions, and control-related findings.
• Perform branch visits to evaluate operational effectiveness, process consistency, and adherence to controls.
• Serve as a resource to branch leadership by providing guidance on operational processes, controls, and procedural questions.
• Partner with cross-functional teams to enhance operational efficiency, consistency, and member experience across branch locations.

• Coordinate and process branch cash orders to maintain appropriate cash inventory levels and support daily operations.
• Collaborate with branch teams to ensure cash requests are fulfilled accurately and within established timeframes.
• Monitor branch cash activity and recommend adjustments to optimize cash levels and mitigate risk.
• Support cash recycler maintenance, vendor coordination, and service-related activities.

• Perform operational quality control reviews, inspections, and testing to ensure compliance with internal controls and regulatory requirements.
• Execute assigned audit activities and maintain supporting documentation.
• Research and provide documentation for Internal Audit, Risk Management, external auditors, regulators, and examiners.
• Conduct recurring quality control reviews, including account maintenance, cards, CIP, IRA/HSA, Safe Deposit Box, and other operational processes.
• Document findings, communicate identified risks and control gaps, and support resolution efforts.
• Track audit remediation activities and follow up on corrective action plans.

• Maintains operational records, reports, and supporting documentation to ensure accuracy and completeness.
• Assist with Remote Deposit Item reporting and related operational administration activities.
• Supports operational system administration activities, including maintenance of access and enrollment within designated platforms.
• Assists with data collection and reporting related to branch operations, quality control activities, and operational performance.

• Assists with training branch associates regarding branch operational functions and controls.
• Support operational training initiatives, including Concierge training programs.
• Support Operations department projects, initiatives, and operational inquiries from branch and support teams.
• Serves as subject matter expert on branch operational procedures, controls and best practices.

• Perform all duties in compliance with applicable laws, regulations, and KEMBA policies, procedures, and standards.
• Demonstrate strong knowledge of KEMBA's mission, values, organizational structure, products, services, policies, and operational procedures.
• Pursue continuous professional development through training, certifications, and ongoing learning opportunities.
• Build and maintain professional and collaborative working relationships with members, associates, leaders, and business partners.
• Exhibit professionalism, accountability, adaptability, and a commitment to continuous improvement in support of individual and organizational success.
• Supports KEMBA's commitment to service excellence, collaboration, operational effectiveness, and organizational success.
• Perform additional duties and special projects as assigned.

• High school diploma or equivalent required.
• Minimum two years of experience in financial institution operations, branch operations, Quality Control/audits, compliance support, or a related area.
• Experience interpreting and following policies, procedures, and regulatory requirements.
• Strong organizational skills, attention to detail, accuracy, and documentation skills.
• Ability to analyze information, identify exceptions, and follow established Audit procedures.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities and meet established deadlines.
• Proficiency with Microsoft Office applications; Excel, Word, Teams and Outlook
• Reliable transportation and ability to travel between branch locations

The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.

Laptop: Yes

Remote/Hybrid Work: Yes

Cell Phone Reimbursement: No

Vehicle Reimbursement: No

Incentive: No

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