Account Protection Quality Control Analyst

Title: Account Protection Quality Control Analyst

Location: Phoenix, AZ

Job Description:

Job Summary Overview

The QC Analyst supports the credit union’s fraud and AML/BSA program by performing comprehensive quality control reviews of alerts, investigations, and SARs. This role ensures investigative work meets regulatory expectations, internal standards, and documentation requirements. The analyst provides coaching to investigators, identifies emerging trends, prepares reporting for senior leadership, and assists with audits and regulatory examinations. The QC Analyst also serves as a liaison between retail and member-facing departments, supports training efforts, and may handle high-priority or sensitive cases.

Essential Job Functions

Quality Control & Investigative Oversight

• Perform detailed quality control reviews of fraud and AML alerts, cases, and SARs to ensure completeness, accuracy, and compliance with internal procedures and regulatory requirements.
• Validate that investigators have appropriately documented findings, analysis, and supporting evidence.
• Identify deficiencies or inconsistencies in investigative work and ensure timely remediation.
• Support or lead high priority or sensitive investigations, including those involving law enforcement or internal inquiries.

 

Coaching, Feedback & Staff Support

• Provide constructive feedback and coaching to investigators to improve investigative quality, documentation, and analytical rigor.
• Partner with leadership to address recurring performance issues or training needs.
• Assist in developing and delivering fraud and AML training to credit union staff, including frontline teams and new hires.

Reporting, Trend Analysis & Recommendations

• Compile monthly QC reporting for the Senior Director of AP, highlighting quality metrics, error trends, and emerging fraud and BSA patterns.
• Identify fraud and AML trends across the organization and present actionable recommendations to leadership.
• Support the development of dashboards, metrics, and reporting tools that enhance visibility into investigative quality and risk exposure.

Audit & Regulatory Examination Support

• Assist in preparing documentation, evidence, and process explanations for internal audits and regulatory examinations.
• Ensure QC findings, remediation efforts, and program enhancements are clearly documented and ready for review.
• Collaborate with compliance and audit teams to address findings and implement corrective actions.

 

Cross Department Collaboration & Relationship Management

• Act as a relationship manager between retail and member focused departments, ensuring clear communication and alignment on fraud and AML processes.
• Serve as a subject matter resource for frontline teams, providing guidance on fraud prevention, AML red flags, and escalation procedures.
• Facilitate collaboration between AP, BSA, and operational departments to strengthen fraud and AML controls.

 

Documentation & Process Maintenance

• Ensure job aids, guides, and procedural documents for AP and BSA are accurate, up to date, and aligned with regulatory expectations.
• Recommend updates to workflows and documentation based on QC findings, audit results, and emerging risks.

Requirements

Position Required Qualifications

• High School diploma or GED, and
• Five (5) years of similar or related experience in BSA/AML compliance, fraud investigations, or financial crimes risk management within a financial institution.
• Strong understanding of investigative processes, SAR requirements, and regulatory expectations
• Excellent analytical skills with the ability to identify gaps, trends, and risks.
• Strong written and verbal communication skills, especially in coaching and reporting.
• High attention to detail and ability to handle sensitive information with discretion. 

Knowledge, Skills, and Abilities

• Critical thinking — Evaluates investigative work objectively and identifies root causes
• Communication — Skilled at coaching, documenting findings, and presenting insights to leadership.
• Collaboration — Works effectively across departments and builds strong internal relationships.
• Judgment — Handles sensitive cases with professionalism and sound decision-making.
• Process improvement — Identifies opportunities to strengthen investigative quality and operational efficiency.
• Application experience — Proficiency in Word, Excel, and PowerPoint.  

 

Licenses, Training, and Certifications Required

• None.

Preferred Qualifications

• Professional certifications such as CAMS, CFE, or similar.
• Experience in quality control, audit, or assurance functions.
• Familiarity with credit union operations, fraud systems, and case management tools.

Hybrid Work Environment and Physical Demands

• Occasionally required to stand, walk, stoop, kneel, and reach with hands and arms. 
• Regularly required to sit; use hands to finger keys accurately when using calculator machines or computer keyboards. 
• Occasionally lift and/or move up to 10 pounds. 
• Specific vision abilities required by this job include the ability to adjust focus. 
• The noise level in the work environment is moderate. 
• Must be able to travel independently to departments, branches, and off-site locations. 

NOTE: The job description is intended to be generic in nature. It is not an exhaustive list of all duties and responsibilities. Requirements listed in the above qualifications and physical requirements are representative of the knowledge, skill, abilities, physical demands, or work environment required or encountered that must be met by an employee to successfully perform each duty and each function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Employees who work from home must have business operational internet to complete work tasks and communicate via video call or chat messaging systems in a dedicated work space, work environment and, internet

Salary Description

$31/hr