AVP, I&RS Operations

Responsibilities

• Directly supervises staff of up to 4 to include Decedent Account Specialist, and operations support staff.
• Supervisory responsibilities are carried out in accordance with the credit union’s policies and applicable laws.
• Ensure accuracy, timeliness, integrity and reporting of portfolio and client data.
• Maintain strong internal controls and operational risk management frameworks.
• Assist with onboarding new advisors – ClientWorks registration, access to DRAB code, Redtail, Xperience, and other systems.

Essential Functions

• Manage tasks assigned to admin team, ensuring workload is consistent and tasks are completed by specified service level agreement.
• Review pending tasks/new business. Address roadblocks to ensure minimal impact to clients.
• Review check deposits for accuracy.
• Manage alerts in ClientWorks, ensure admin team is acknowledging and closing alerts.
• Keep up to date with the latest changes in ClientWorks and train admin and advisor teams on new or updated features.
• Oversee decedent account processes and workload management.
• Track and report key metrics, including: Number of opened and closed notifications Loans paid by insurance Funds retained within the organization Other decedent account issues, such as loan payoffs, etc.
• Ensure sensitive, timely, and compliant handling of all decedent-related accounts.
• Oversee estate and trust account processing.
• Process Improvement & Workflow Management
• Manage and implement repeatable, scalable workflows including, but not limited to, client onboarding, move money requests, deceased clients, and reviews.
• Identify inefficiencies and drive process automation and standardization initiatives.
• Work with the Empeople Automation Team to identify opportunities to sync CRM with Symitar and improve our automated reporting.
• Establish key performance indicators (KPIs) to monitor operational.
• Resolve service issues and identify solutions to prevent repeat situations.
• Contact clients after certain service requests to discuss their experience and ask for feedback.

Technology & Data Management

• Oversee investment operations systems (OMS, CRM, reporting platforms).
• Partner with IT on system improvements and integrations focusing on CRM, Symitar, and Xperience integrations and PowerBI reporting improvements.

Risk, Compliance & Governance

• Ensure adherence to regulatory requirements and internal policies.
• Manage audits and implement corrective actions as needed.
• Proactively identify and mitigate operational risks.
• Partner with AVP, Member Experience to measure client satisfaction through surveys issued after certain service events.

Required Education And Experience

• Solve practical problems by providing and communicating solutions to co-workers and members.
• Communicate and present information to clients and potential clients one-on one.
• Accurately implement standards and procedures, make independent decisions using sound judgment, organize and prioritize workload, and maintain a professional relationship with members, employees and vendors.
• Knowledge Of Credit Union policies and procedures and products and services offered by the Credit Union.
• Investment and insurance products.
• Applicable state and federal laws and regulations.
• The fundamentals of portfolio creation and management.
• Separately managed accounts and trust services.
• Series 7 and 66 licenses preferred.
• Knowledge of LPL ClientWorks, Redtail, Microsoft Office Suite, and PowerBI.
• Education/Experience
• Bachelor’s degree in a related field preferred.
• Minimum of 3 years of management experience in a brokerage operation.

Pay Range

USD $88,740.00 - USD $133,110.00 /Yr.

Compensation & Benefits

• Health, Dental & Vision Benefits
• Bonus opportunity
• 401(k) with match and profit sharing
• Flexible Time Off

EEO/Affirmative Action Employer

Empeople Credit Union is an EEO/Affirmative Action Employer. EMPLOYMENT AT WILL Empeople Credit Union employment is at will. Employees may resign from Empeople Credit Union as they choose. Similarly, Empeople Credit Union may terminate an employee at any time, with or without notice or cause.