Retail Support Administrator

Welcome to Financial Plus Credit Union (FPCU) – The Place that brings Dreams within Reach. At FPCU, our mission is simple but powerful: Empowering people and communities to strive for more through knowledge, innovation, and service that brings dreams within reach. We are more than a financial institution. We are a growth engine for our members, our teams, and our communities. We are a purpose-driven organization grounded in five values: represent with purpose, empower through knowledge, appreciate and accept, champion new possibilities, and help make things easier. FPCU is a team of high performers who care deeply, support each other, work hard, and continuously push forward. We invest in our people, challenge them to grow, and support them in becoming the best version of themselves. Joining FPCU means leveling up your career in a fast-paced, positive, and purpose-driven culture.

About the role

Facilitate administrative support for Retail Management teams. Identify effective procedures and document them to create an exceptional experience for employees and members. When procedures create friction, facilitate and document appropriate changes. Participate in strategic initiatives and new product offerings. Report monthly, quarterly, and annual performance of membership, ancillary insurance sales, and retail trends. Execute assigned duties with accuracy and efficiency to uphold FPCU’s mission and support its strategic retail direction to deepen member relationships by providing SPARK! Service.

Responsibilities

• Communicate properly with retail employees to ensure positive and clear understanding of branch goals and direction.
• Collaborate with the Finance team to prepare monthly retail reports related to membership growth, product penetration, ancillary insurance products, branch transaction volume, and contact center metrics.
• Assist in the development and execution of the Retail Incentive Plan. Manage monthly incentive disputes and maintain records of incentive payouts.
• Support Sales Manager’s deposit and loan growth initiatives by identifying ways to increase efficiency while maintaining SPARK! Service standards.
• Manage the ancillary insurance product suite, including monthly, quarterly, and annual reporting of sales and profitability.
• Manage retail-related invoices and vendors.
• Develop and maintain a library of procedures specific to each retail product type. Partner with learning & development for employee training needs.
• Maintain a high level of policy, process, procedural, and product knowledge of all branch products and services.
• Maintain a high level of knowledge of all retail-related systems. Create scripting and communication for employee and member updates.
• Actively participate in retail procedural and operational improvements by working with sales managers and other departments as necessary.
• Oversee the Benefits Plus program and report on profitability, product penetration, and training.
• Partner with member experience on the performance and engagement of retail’s NPS and ENPS scores. Identify areas of concern and partner with the Director of Retail Delivery for service improvement opportunities.
• Assist the Director of Retail Delivery in the development and launch of retail products and processes.
• Work with project management on the implementation of new processes and products related to retail.
• Assist in administrative duties for retail partners such as Fedline, CUNA, Alloya, Harland Clarke, Kronos, FP Horak, American Business Solutions, and Loomis.
• Provide SPARK! Member service through strong problem-solving ability and exceptional follow-up skills.
• Enforce compliance with all federal and state laws and regulations, including the Bank Secrecy Act (BSA), Patriot Act, and Office of Foreign Asset Controls (OFAC) requirements.
• Adhere to applicable federal and state laws, regulations, and internal compliance with standard policies relevant to the role and responsibilities.
• Perform other duties as assigned.

Requirements

• A minimum of five years’ experience in financial institutions with at least 3 years’ retail experience.
• Associate or bachelor’s degree required.
• Proficiency with Microsoft 365 and relevant systems.
• Must be bondable.

Skills

• Outstanding organizational, analytical, problem-solving, and project management skills.
• Ability to coordinate multiple projects and provide appropriate directions and updates to facilitate completion.
• Strong attention to detail and accuracy.
• Ability to adhere to internal policies as well as external policies and regulations set forth by the NCUA and other regulatory bodies.
• Ability to work independently with little direction.
• Positive and professional image through effective verbal and written communications.
• Good working knowledge of Microsoft Word and Excel with an ability to analyze data and draw conclusions.
• Professionalism and purpose in member communications, supporting a member-focused experience.
• Effective interpersonal communication, diplomacy, and collaboration skills to develop productive relationships.
• Compliance with all applicable policies, demonstrating integrity, respect, and accountability while handling sensitive information.
• Ability to apply logistical reasoning, analytical skills, and professional judgment to define and solve problems with effective and compliant solutions.
• Adaptable, resilient, and comfortable navigating change in a fast-moving environment.
• Embraces innovation and continuously seeks better ways to serve members and support teams.
• Ability to calculate figures such as discounts, interest, commissions, proportions, and percentages.
• Ability to define problems and seek solutions.
• Ability to interpret technical instructions in mathematical or diagram form and deal with abstract and concrete variables.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary work; sitting most of the time. May occasionally exert up to 10+ pounds of force.
• The noise level in the work environment is professional and typically moderate.