Retail Support Manager

Stanford Federal Credit Union•Palo Alto, CA

About The Position

The Retail Support Manager is responsible for the day-to-day management of the Retail Support Department. The manager will be responsible for the daily supervision, operations, and increased efficiency of the department, as well as for coaching and developing team members to achieve their highest potential. They are responsible for coaching and training associates, delegating, and following up on daily tasks, managing performance, ensuring adequate department coverage, and assisting with other duties and projects as requested. The manager will also ensure members and staff are supported promptly, courteously, efficiently, and professionally. Builds supportive relationships with all areas of the Credit Union as well as with various third-party providers.

Requirements

Requires 3+ years of management experience in a financial institution with demonstrated leadership skills required.
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.

Nice To Haves

Bachelor’s degree or equivalent level of education and experience preferred.
FISERV DNA experience preferred or experience working with multiple core systems.

Responsibilities

Maintain an ongoing understanding of the credit union operations and the impact on the various departments supported by the Retail Support department. Responsible for overseeing the support being provided to members and staff.
Maintain consistent, in-depth knowledge of Credit Union products and services, policies and procedures, operations, systems, and general banking regulations.
Provides oversight of Retail Support daily operations to ensure processes are completed timely and in accordance with department guidelines, policies, procedures, and regulatory requirements.
Responsible for regular review of the department’s procedures and processes to identify possible opportunities for improvement.
Perform audit of department new account openings and transactions according to the Credit Union’s policies and procedures. Assists in responding to departmental level audit and examination findings or inquiries.
Conducts 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.
Promotes an effective team relationship between the 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.
Monitors 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.
Manages the SFCU IRA/HSA Program to include contributions, distributions, death notifications, trustee to trustee transfers, conversions, RMDs, and year-end tax reporting and validations. Manage incoming member requests submitted online through the Retirement Central platform and troubleshoot reported system issues. Work with our SEG partners on the management of their HSA contributions.
Identify operational deficiencies and training opportunities by tracking inquiries and escalations. Assist with developing and implementing process improvements.
Participate in projects and other change initiatives as assigned ensuring efficient and timely completion of assigned tasks.

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
Commuter 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