Retail Quality Assurance Specialist And Support Lead

Retail Quality Assurance Specialist And Support Lead (Rqassl)

The Retail Quality Assurance Specialist and Support Lead (RQASSL) is responsible for overseeing the daily operations of quality assurance processes and providing direct support to branch network teams. This role ensures compliance with regulatory requirements, internal policies, and procedures through comprehensive reviews of deposit accounts, particularly focusing on new account openings and onboarding into the Bank's Anti-Money Laundering (AML) system. In addition to compliance oversight, the RQASSL supports branches with retail operational processes and procedures, leads and mentors other Quality Assurance Specialists, and delivers training to strengthen team capabilities. The RQASSL also serves as acting lead in the absence of the Quality Assurance Manager (QAM). This position is aligned with Riverview's Mission, Vision, and Values (MVVs) and is dedicated to delivering exceptional service across the organization.

The salary for this role will be between $21 to $30 an hour. The specific salary offered will depend on several factors including but not limited to applicant's skills and prior relevant experience. Hired candidate may be eligible for healthcare benefits, 401K plan, short term & long-term disability coverage, life insurance, vacation & sick time, educational assistance, and several holidays. Certain roles are eligible for additional rewards.

Essential Duties And Responsibilities:

Meticulous attention to detail to ensure accuracy in reviews and reporting.

Perform daily reviews of new consumer and commercial accounts to ensure compliance with the Bank's CIP/BSA/OFAC/Beneficial Ownership policies and procedures.

Review Customer Due Diligence input for quality, accuracy and comprehensive data of all entity accounts.

Review Consumer Due Diligence input for completeness.

Identify new account review trends with branches and escalate accordingly.

Review legal documentation to assist branches with executing and/or opening related accounts, i.e. Power of Attorney, Trusts, Estates, court ordered, etc.

Answer and provide resolution to client calls/internal ticketing program, both internally and externally, in a timely manner of more moderate to complex issues in support of Retail operations and other bank departments, as needed.

Ensure outgoing wire forms are completed in strict accordance with established wire guidelines and are properly imaged.

Perform maintenance as needed, i.e. beneficial ownership, corrections, missing maintenance, etc. for accounts in QA queue.

Monitor address change maintenance performed within the onboarding system to ensure accuracy. Notify branch accordingly for any corrections.

Review QA file maintenance reports for accuracy and completeness.

Assist with analyzing updates to the Bank's new account system and updating related procedures.

Maintain/update software application material when technical changes to the Core processor, New Account onboarding/Teller System and/or when regulatory changes occur.

Assist with updating related AVTC (teller system) procedures when changes occur to teller processing system.

Provide technical support when errors occur within branch applications, i.e. teller transactions, onboarding, FIS Portal/ChexSystems, etc.

Support/Maintain the Bank's central cash vault for daily cash reconciliations, weekly cash orders/shipments to the Federal Reserve and administration of the armored electronic ordering system, issue user IDs, etc.

Prepares Journal Entries for proper accounting of Commercial cash vault transactions, and Remote ATM deposits and withdrawals

Complete monthly cash vault invoices

Perform monthly branch cash reconciliation/certification.

Complete Loss/Recovery Reclassification

Provide information by collecting, analyzing, and summarizing information when responding to requests.

Assist with support and installation of Teller Currency Recyclers (TCRs).

Maintain quality service by monitoring standards, advising department manager of potential problems.

Assist the Retail Operations and Quality Assurance Manager with various projects as needed.

Additional Duties And Responsibilities:

Comprehensive understanding of Federal Regulations related to deposit accounts.

Participates in and completes training objectives with passing scores.

Follow all Riverview policies and procedures.

Other duties as assigned.

Relationships:

Builds strong partnerships through daily collaboration with the Retail Operations and Quality Assurance Manager.

Engages in ongoing collaboration with Retail Banking Branches to support operational excellence and quality assurance.

Partners with various departments to provide guidance, interpret existing and new procedures, and address initiatives and issues.

Fosters cross-functional relationships to ensure alignment and deliver exceptional service across the organization.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.

Education and/or Experience:

Associate's degree in business, Finance, or related field preferred, or 3-5+ years' related experience.

Proven leadership skills within an efficient branch/department environment.

Continued education in related subjects is strongly encouraged.

Skills:

Ability to interpret state laws and federal regulations.

Ability to interact with all levels of staff and management.

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental/state regulations.

Ability to write reports, business correspondence and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, and branch/department personnel.

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Basic knowledge and ability to use Microsoft Office products and/or equivalent computer software applications.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Strong attention to detail.

Physical Demands:

While performing the duties of this job, the employee is regularly required to effectively communicate via phone/video, messaging, and email. The employee is required to use computer and office equipment such as a computer, printer, copier, as well as computer software such as Microsoft Office. You may also frequently be required to occupy a workstation for long periods of time.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Riverview Bank does not accept unsolicited resumes from any third party staffing agencies and/or search firms for any job postings. Third parties are not authorized to submit profiles, applications, or resumes to this site or to any Riverview Bank employee. Any such submissions, Riverview Bank will not be responsible for any fees related to unsolicited resume submissions without written consent from the Talent Acquisition Team. Including, but not limited to the candidate hired for a position. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.