Retail Quality Assurance Specialist

DescriptionThis 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 requirementsRespond 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 associatesReview bank policy and procedure for reasonableness and provide recommended changes to ManagerMay be responsible for the creation, distribution and monitoring of certain departmental reportsSet cash targets and monitor for adjustments or coaching with branch managementPerform 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 procedureKeep consistent records to provide with audit paperwork as test samplesDiscuss 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 auditsUse 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 servicesLead 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 implementedRequired 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)QualificationsTo 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.Education and / or ExperienceCollege degree preferred but not requiredMore than 5 years' experience in retail banking requiredPrior Teller Supervisor and / or Regional Branch Operations management experience strongly preferred, with proven track record in loss reduction, risk management, and efficiency controlExtensive knowledge of banking policy, procedure, products, and regulations requiredExtensive knowledge of deposit / loan operations strongly preferredKnowledge of using Word, Excel or other office products is requiredProficient analytical skills required. Must be detail-oriented, with strong organizational and implementation skills 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 in an Equal Opportunity Employer, including disability.