RMA Online Support Supervisor

Randolph Brooks Federal Credit Union•San Antonio, TX

1d•Hybrid

About The Position

Ensure exceptional service is provided to non-members, branches and internal departments through multiple communication channels. Conduct coaching and development sessions with representatives to identify opportunities in product education, member experience and employee growth. Assist the department Manager with daily activities, ensuring efficient and effective department operations, oversee internal operating policies and procedures while remaining compliant with applicable laws/regulations and internal policies/procedures. Assists the department Manager with testing, developing enhancements and resolving defects with the New Member Console products. In the absence of Management be responsible for overall operations of team. Conduct all duties in a manner intended to enhance the brand and contribute to the growth of the Credit Union. The RMA Online Support Supervisor will have the ability to work from home after a period of training and performance evaluations (time frame may vary). Training will take place at the RBFCU Administrative Service Center (main campus): 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233. Applicants who work from home must reside within the State of Texas and have the capability of performing all of the work from their home in Texas. Randolph-Brooks Federal Credit Union (RBFCU) is the largest credit union in Texas with more than 1 million members and total assets exceeding $15 billion. Recognized for financial stability, our credit union consistently receives the highest ratings of “Five Star” and “Superior” from respected organizations that evaluate financial institutions in the United States. We’re frequently recognized as one of the best workplaces in San Antonio, Austin, the state of Texas and the country.

Requirements

HS Diploma/GED
Minimum five years of financial institution experience and/or five years of customer service experience
Minimum three years Supervisor/Management experience
Must have good organizational, communication, and interpersonal skills, along with the ability to multi task and manage time effectively with close attention to detail
Accept ownership and adapt to needs of department
Self-initiate and apply logic to problem solve with few concrete variables
Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form
Ability to deal with problems involving several concrete variables in standardized situations
Must be able to work a flexible Monday through Saturday schedule
Good attendance and promptness are pertinent
Availability to travel for ongoing leadership growth
Knowledge of all Microsoft applications

Nice To Haves

Bilingual (English/Spanish)

Responsibilities

Ensure exceptional service is provided to non-members, branches and internal departments through multiple communication channels
Conduct coaching and development sessions with representatives to identify opportunities in product education, member experience and employee growth
Assist the department Manager with daily activities, ensuring efficient and effective department operations
Oversee internal operating policies and procedures while remaining compliant with applicable laws/regulations and internal policies/procedures
Assists the department Manager with testing, developing enhancements and resolving defects with the New Member Console products
In the absence of Management be responsible for overall operations of team
Conduct all duties in a manner intended to enhance the brand and contribute to the growth of the Credit Union
Oversee all new membership online and ensure quality service is being provided by phone, e-mail, secured message or chat to current and potential members
Maintain overriding authority to supervise and assist employees with member and departmental related escalations or resolutions
Manages all HR related items from approving and authorizing time cards, assigning training to personnel to ensure all hold expected knowledge, and personnel issues by providing coaching, counseling and/or documentation to maintain accountability of employees
Participate in project collaboration, strategy review and trend identification to provide improvement suggestions, scope creation and implementation for safety and benefit of the organization
Work directly with other internal departments, branches and vendors to build and maintain strong departmental and branch relationships
Review, address and report productivity and efficiency levels by analyzing department KPIs and ensuring achievement of goals
Maintain the team morale and culture through team and individual recognition, identifying opportunities for promotion, and creating events to support employees' morale and team cohesion
Perform account and member related audits to updates on personal, non-personal and specialized accounts, and certificates to ensure compliance and accuracy according to applicable to regulatory laws
Responsible for in-person and virtual presentations related to ongoing projects, daily operations and or other topics to senior management and other departments

Benefits

401(k) with matching incentives — up to 10 percent
Competitive pay
Medical, vision and dental benefits available to employees and their families from the first day of employment
Tuition reimbursement plans
Life insurance
Pharmacy discount programs
Flexible Spending (FSA), Health Savings (HSA) and Dependent Care account options
Paid time off
Parental leave
Long-term disability
Basic life insurance
Wellness program
Credit-monitoring service
Employee assistance program
Training and volunteer opportunities