JOB SUMMARY

The Retail Quality Assurance Specialist is responsible for conducting a thorough review of all new deposit accounts. They play a critical role in maintaining the reputation of the brand and ensuring customer satisfaction. They will assure the bank is adhering to regulatory compliance standards, accuracy of financial transactions, oversight and updates to internal procedures, and efficiency of operations. They will communicate any findings with Retail Leadership and Banking Center employees, while also partnering with the Compliance/BSA department on account closures due to missing documentation or information. Based on overall volume, may also review IRA documentation and transactions, Reg CC transactions and notices, etc. Potential for hybrid.

DUTIES AND RESPONSIBILITIES

• Perform duties to ensure bank documentation, processes, and procedures are adhering to established policies and following regulatory controls and guidelines
• Review daily new account reports to ensure all required documents were proved for each new account
• Review signature cards, identification documentation, business account documentation, documents for Trusts, POAs, Estates, etc. for accuracy and compliance
• Review file maintenance/corrections for accuracy and verify all documentation was collected
• Develop and implement quality assurance processes and procedures for retail operations
• Provide guidance to retail staff on quality assurance best practices
• Conduct regular CIP reviews to ensure compliance with company standards and policies
• Collaborate with cross-functional teams to address quality concerns and implement corrective actions
• Maintain detailed records and documentation of quality assurance activities
• Identify areas for improvement and making recommendations for process enhancements
• Serve as a liaison between Retail Banking and the BSA Department
• Collaborate with others on Retail policies, procedures, and guidelines
• Communicate quality assurance metrics and findings to management
• Performs other duties as assigned

QUALIFICATIONS

• High School diploma or equivalent required
• At least two - five years of quality control of account documentation review and/or account opening preferred.
• Understanding of banking regulations and requirements such as: Know Your Customer, Customer Due Diligence, CIP and individual and entity required documents.
• Experience in retail banking operations
• Must be flexible, take initiative, project a high level of enthusiasm, make decisions, accept responsibility.
• Have the ability to think out of the box, work independently, accept feedback, and consider the opinions of others.
• Highly organized, with excellent oral and written communication.
• Strong attention to detail
• Excellent problem-solving skills
• Interpersonal skills to effectively collaborate with team members and stakeholders
• Must be able to work under stress, handle difficult situations, and juggle multiple priorities.
• Proficiency in Microsoft Office Products with a strong knowledge of Excel
• Perform duties and make decisions under frequent time pressures.

ABOUT US

For over a century, Peoples Bank has served as a cornerstone of customer commitment, helping our communities thrive and continuously supporting our community members. Proudly bearing the Finward name as a Finward Company, our logo symbolizes our unwavering dedication to financial excellence, advanced technology, and elevating the customer journey.

Headquartered in Munster, Indiana, Peoples Bank offers an extensive array of consumer, business, and wealth management solutions, alongside cutting-edge digital banking services. With 26 conveniently located Peoples Banking Centers spread across Northwest Indiana and Chicagoland, we uphold a tradition of delivering top-notch performance to our valued residents.

At Peoples Bank, we are driven by a passion for fostering success within our customer base and communities. Anchored in our core values of Stability, Integrity, Community, and Excellence, we are committed to building strong partnerships with our customers and communities to help them achieve financial success. Through innovative engagement and technology, we ensure an exceptional customer experience at every turn.

Peoples is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Equal Housing Lender/ Member FDIC