RMA Online Support Supervisor

Randolph-Brooks Federal Credit Union•San Antonio, TX

1d•Hybrid

About The Position

The RMA Online Support Supervisor is responsible for ensuring exceptional service to non-members, branches, and internal departments through various communication channels. This role involves conducting coaching and development sessions with representatives to enhance product knowledge, member experience, and employee growth. The supervisor will assist the department Manager with daily operations, ensuring efficiency and compliance with policies and regulations. Key tasks include overseeing internal operating policies, assisting with testing and enhancements for New Member Console products, and taking responsibility for team operations in the absence of management. The position requires contributing to the Credit Union's brand and growth. While training will be conducted onsite at the RBFCU Administrative Service Center in Live Oak, Texas, the role offers the ability to work from home after a period of training and performance evaluations, provided the applicant resides within the State of Texas and can perform all work remotely from their Texas home.

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