SUMMARY:

Successfully assist in the management of the member service, call center, and teller department by ensuring staff is properly trained and knowledgeable of products and services we offer. Ensure members are taken care of in a timely manner and we exceed their expectations.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Simultaneously keep track of all department duties and responsibilities of each employee.
• Be the point of contact for all staff assigned to those departments and serve as the problem solver for them.
• Hold staff accountable to assigned responsibilities and conduct coaching when needed with proper documentation.
• Conduct daily huddles that cover tasks for the day along with performance of sales goals.
• Ensure positive team morale is kept throughout the MS and teller departments.
• Communicate with supervisor any challenges that are being faced in the departments.
• Periodically spot check that tasks are being completed (Originate, Contact Managerss, Live chat, call backs, wires, call board and reports, etc) whether some of those are daily, weekly, bi-weekly, or monthly.
• Ensure work areas are kept clean, organized and a professional in appearance.
• Must be proficient at creating and working with Contact Managers. Daily follow-up of the CM queue is crucial to member service.
• Process operations reports including open/close, shared branching, and other admin back-office reports as needed.
• Stay up-to-date and focused on all regulations, policies, and procedures related to Teller and other branch operations
• Performs such other functions that might be needed from time to time and assists others to complete tasks and work assignments.
• Play an active part in aiding that credit union departments function smoothly and efficiently.
• Stay alert to potential problems and propose changes to policies and programs.
• Back-up other coworkers as needed.
  

Other Duties and Responsibilities:

KNOWLEDGE AND EXPERIENCE:

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to calculate figures and amounts such as interest, rates, percentages, ratios
• Ability to read, analyze and interpret instructions, procedures, and regulations
• Two years of PC experience including word, excel, and other Microsoft applications
• Experience leading and managing a team 3+ years
  

Responsible for compliance of all Federal and State rules and regulations pertaining but not limited to Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, OFAC, NCUA Privacy Regulations, Reg DD, Reg D, Reg E, Reg CC, Reg Z, Reg B, Service Members Civil Relief, FCRA/FACTA, and Right to Financial Privacy Act.