Retail Support Manager

About the role

The Retail Support Manager is responsible for the day-to-day management of the Retail Support Department. This includes supervising, operating, and improving efficiency of the department, coaching and developing team members, and ensuring adequate department coverage.

Responsibilities

• Maintain an ongoing understanding of credit union operations and their impact on various departments.
• Oversee the support provided to members and staff.
• Provide oversight of Retail Support daily operations to ensure processes are completed timely and in accordance with department guidelines, policies, procedures, and regulatory requirements.
• Perform audit of department new account openings and transactions according to the Credit Union's policies and procedures.
• Assist in responding to departmental level audit and examination findings or inquiries.
• Conduct regular staff meetings, including training, to ensure staff has a thorough understanding of all Credit Union operational procedures, products, and services as well as regulatory requirements that apply to their daily functions.
• Promote an effective team relationship between branches, call center, digital banking, and other departments by providing the highest quality of professional and courteous support.
• Collaborate with various other departments to solve complex issues and develop processes to improve overall customer experience.
• Monitor team interactions with members and staff to ensure excellent service and support by ensuring all interactions are handled courteously, professionally, efficiently, and within the established service level standards.
• Manage the SFCU IRA/HSA Program to include contributions, distributions, death notifications, trustee to trustee transfers, conversions, RMDs, and year-end tax reporting and validations.
• Work with our SEG partners on the management of their HSA contributions.
• Identify operational deficiencies and training opportunities by tracking inquiries and escalations.
• Absorb incoming member requests submitted online through the Retirement Central platform and troubleshoot reported system issues.
• Assist with developing and implementing process improvements.
• Participate in projects and other change initiatives as assigned, ensuring efficient and timely completion of assigned tasks.

Requirements

• Requires 3+ years of management experience in a financial institution with demonstrated leadership skills.
• Bachelor’s degree or equivalent level of education and experience preferred.
• Strong financial services operations and regulatory compliance background.
• Ability to work in a fast-paced environment and prioritize tasks while servicing members and coaching/directing employees.
• High energy individual with ability to interact with various levels throughout the Credit Union.
• Interpersonal skills to represent the Credit Union in a positive way, both internally and externally at all times.
• Accuracy and attention to detail.
• Excellent organizational and multi-tasking skills.
• Demonstrated proficiency in both oral and written communications.
• Proficient in Microsoft Applications.
• Strong problem-solving skills and the ability to develop conceptual alternatives.
• FISERV DNA experience preferred or experience working with multiple core systems.

Qualifications

• High school diploma or equivalent.
• Valid driver’s license.

Skills

• Microsoft Applications.
• Problem-solving skills.
• Teamwork.
• Customer service.
• Leadership.

Benefits

• 100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents.
• Quarterly incentives up to 10% of your salary (based on position).
• Employer 401(k) matching up to 5% plus additional annual discretionary contributions.
• Education reimbursement up to $5,200/year.
• Employee recognition program with cash incentives.
• Commute Toll reimbursement $100-$200/month (based on position).
• Wellness Benefits up to $1,200 per year.
• Paid Sick Time accrues at two weeks per year.
• Paid Vacation Time accrues at three weeks per year.
• Paid Federal banking holidays (approximately 11 per year).
• Ongoing training and education, seminars, and conferences.
• Loan rate discounts on some products (vehicle, mortgage and HELOC loans).
• Waived fees and deposit bonuses on Stanford FCU accounts.
• Flex health/transit plan availability.
• Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources.

Pay

Competitive pay ranges based on factors such as (but not limited to) the scope and responsibilities, qualifications needed for the position and external market pay for comparable positions.

Schedule

Full-time position.