Business Member Support Account Servicing - Sup - Business Member Support Servicing (Full-Time)

Who We Are

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

Who You Are

You are a collaborative and results-driven leader with expertise in business account and loan servicing, team development, and operational excellence. You excel at leading high-performing teams, enhancing member experiences, managing risk, and driving continuous improvement. Through coaching, innovation, and strategic leadership, you foster a culture of accountability, service excellence, and professional growth while ensuring business members receive exceptional support and solutions that align with organizational goals.

Responsibilities

• Promote a culture of member excellence, teamwork, and continuous improvement within the BMS team. Recognize and celebrate achievements, share success stories, and encourage and empower staff.
• Assist with escalated complex matters to ensure member satisfaction.
• Supervise the Business Member Support Team to ensure alignment with corporate strategic objectives focused on establishing the company as a premier financial service provider for small businesses and organizations.
• Oversee day-to-day operations of the Business Member Support Team, including assigning tasks, managing workflows, and ensuring timely completion of document review processes. Responsible for disciplinary actions, training new employees, as well as ongoing training of established employees.
• Implement innovative initiatives within the team to enhance efficiency, accuracy, and effectiveness in serving Business members.
• Conduct risk analysis and monitoring to identify potential areas of concern and implement appropriate mitigation strategies.
• Foster team development and motivation by providing guidance, coaching, and training to team members to enhance their skills and capabilities.
• Monitor and evaluate team performance metrics, including call quality, customer satisfaction, and productivity, and provide feedback and coaching to drive continuous improvement.
• Focus on providing a seamless onboarding experience for new Golden 1 Business members, ensuring their needs are met and expectations are exceeded.
• Ensure team productivity by setting clear performance expectations, monitoring performance metrics, and providing regular feedback and recognition.
• Cultivate a member-centric environment within the team, emphasizing the importance of delivering exceptional service and building strong relationships with business members.
• Support the Department Manager across all departmental functions and performance areas, assisting with strategic planning, goal setting, and performance evaluation.
• Drive digital transformation within the organization by embracing innovation, taking risks, and empowering the team to drive positive change.
• Provide visionary leadership and strategic guidance to the team, developing and communicating a sharp vision, mission, and objectives to ensure alignment with organizational goals.
• Leverage various communication mediums to share insights, updates, and strategic direction. Foster transparency in financial reporting and decision-making processes.
• Foster a positive, inclusive, and engaging work environment by promoting skill development, coaching for improvement and growth, and encouraging positive employee morale by living out our Mission, Vision, and Core Values.
• Foster collaboration both within the team and across different departments or teams within the organization. Collaborate with cross-functional teams to align strategies with broader organizational goals.
• Provide mentorship and guidance to team members, nurturing their professional growth and development. Identify opportunities for training and skill enhancement to ensure the team remains at the forefront of industry trends.
• Provide additional support throughout the department and perform other tasks and duties as assigned.
• Empower team members and foster professional growth through ongoing development initiatives.
• Monitor and report on member Data Changes completed monthly per policy. Review the Data Change training module and update as necessary on an annual basis.
• Oversee all escalated deposit accounts while maintaining exception approval authority limits.
• Identify, investigate, and resolve member and employee concerns in a timely manner. Communicate and interact with other Golden 1 departments and branches to assist with error resolution and information exchange.

Requirements

• Bachelor’s Degree in business or a related field preferred; directly related experience may be considered in lieu of education.
• 6+ years of progressive leadership roles required.
• Business Banking Account and Loan Servicing experience within a financial institution.
• Extensive experience in team management and leadership roles required.
• Successful track record of navigating through complex challenges, inspiring high performance, and driving sustainable success required.

Benefits

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed to a total rewards philosophy built on:

• A comprehensive compensation package.
• Well-being and work-life balance.
• Career development and growth.
• Rewards and recognition.
• A commitment to Diversity, Equity, and Inclusion.

We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Pay

$93,700.00 - $95,000.00 Annually