Operations Quality Control Specialist I

GENERAL SUMMARY

The Operations Quality Control Specialist I supports accurate, complaint, and efficient financial services operations across the credit union's deposit and lending processes. This role performs core quality control reviews, including new account documentation, account maintenance, and loan data verification, while helping the department evolve from a reactive issue-resolution model to a proactive knowledge-sharing and risk-reduction model. Through root-cause analysis, regulatory awareness, coaching, and process improvement, the Operations Quality Control Specialist I helps prevent recurring errors, strengthen operational controls, support staff development, and promote a culture of accuracy, accountability, and continuous improvement.

MAJOR RESPONSIBILITIES

1. Conducts daily operational quality control and quality assurance reviews for deposit and lending operations, including new accounts, account changes, loan documentation, and post-closing loan data. Verifies that system records, supporting documentation, and required approvals are accurate, complete, and aligned with internal procedures and applicable regulatory requirements.
2. Identifies documentation gaps, system discrepancies, and procedural exceptions; communicates findings to appropriate business partners; and completes or coordinates corrective action to maintain data integrity, resolve issues, reduce operational risk, and support first-time-right performance.
3. Analyzes quality control findings, recurring exceptions, and operational metrics to identify trends, perform root-cause analysis, and determine underlying causes. Recommends practical continuous improvement opportunities, including process improvements, controls, checklists, system validations, and workflow changes that prevent future errors and strengthen operational effectiveness.
4. Use quality control insights to share knowledge, educate, coach, and support operations staff. Provides clear feedback, explains correct procedures, answers questions, and partners with supervisors and Learning & Development to address knowledge gaps through job aids, how-to materials, onboarding support, and targeted training.
5. Maintains working knowledge of applicable federal and state banking regulations and internal policies affecting deposit, lending, and quality control processes, including CIP/KYC, BSA/AML, OFAC, Reg CC, Reg E, Reg Z, Truth in Savings, and RESPA, as applicable. Ensures quality control activities, guidance, and training materials support regulatory adherence, reflect current requirements, and help minimize compliance exceptions, audit findings, and operational risk.
6. Supports policy and procedure development, review, and maintenance for operational policies, procedures, and reference materials. Recommend updates based on quality control findings, regulatory changes, system enhancements, and commonly misunderstood processes to support consistent and accurate staff performance.
7. Collaborates cross-functionally with Operations leadership, Compliance, Risk Management, Branch Operations, Loan Servicing, IT, and Learning & Development to align quality initiatives with operational priorities, regulatory expectations, training needs, and risk management goals.
8. Prepares, communicates, and shares quality results, trends, and improvement recommendations with Operations leadership and other stakeholders. Uses data summaries, reporting tools, and clear communication to highlight progress, emerging risks, recurring issues, and opportunities for process or training improvements.
9. Provides operational support and contributes to special projects, including account maintenance, year-end IRS tax reporting, escheatment processing, system release testing, audit or examination support, risk assessments, and other special projects as assigned. Approaches all responsibilities with a focus on accuracy, compliance, knowledge sharing, and continuous improvement.
10. Performs all other duties as assigned by the Operations Quality Control Manager or Operations leadership.

QUALIFICATIONS:

Education

High school diploma or equivalent (GED) education required.

Experience/Skills/Knowledge

1. Five years of prior banking experience required, preferably in retail banking, deposit services, loan servicing, operations, or quality control.
2. Sound understanding of retail banking and operations processes, including deposit account opening, account maintenance, documentation standards, member service workflows, and lending support functions.
3. Demonstrated knowledge of deposit account regulations, lending-related compliance requirements, and operational risk controls required.
4. Must have analytical, organizational, problem-solving, and root-cause analysis skills, with the ability to identify trends, determine underlying issues, and recommend practical solutions.
5. Excellent verbal, written, telephone, and interpersonal communication skills required. Must be an active listener, ask clarifying questions, and communicate procedures and expectations clearly.
6. Must have the ability to coach, teach, and support others in a constructive manner while promoting accountability, compliance, and continuous improvement.
7. Must have the ability to manage multiple tasks, shifting priorities, and deadlines while working independently and collaboratively across departments.
8. Must have a strong service orientation in alignment with the credit union's mission and core values.
9. Must be proficient with Microsoft Office applications, including Word, Excel, Teams, and PowerPoint, as well as internet-based research and internal systems.
10. Must be willing to represent the Credit Union through civic and community organizations.

ABOUT:

People helping people is what makes Navigant Credit Union truly special. Our mission is to improve the financial well-being of the families, businesses, and communities we serve, and have been since our founding in 1915.

At $4 billion in assets, Navigant Credit Union is the largest credit union in Rhode Island and third largest in New England. Our success is founded upon our community-based values and our belief in putting people first. These are just a few of the reasons why Navigant Credit Union has been named "Rhode Island's Best Place to Work" year-after-year by the Providence Business News.

Our Core Values of "Leadership, Unity, Caring, and Integrity" are the guiding principles for our organization. They are the qualities and/or traits that we consider a high priority for Navigant Credit Union employees.

Navigant Credit Union prides itself on investing in our workforce, while exceeding member expectations. We offer tremendous opportunities for professional development, career advancement, and a best-in-class benefits package including robust medical and dental plans, vision benefits, 401(k) with a generous employer match, tuition reimbursement, competitive salaries, paid volunteer days, and more.

If you believe you'd be a great fit, and are interested in joining our team, check out our open positions and apply today!