Deposit Account Servicing - Sup - Records and Records Fulfillment (Full-Time)

Golden 1 Credit Union•Sacramento, CA

2d•Onsite

About The Position

This role leads and oversees daily records management and fulfillment operations to ensure service excellence, operational efficiency, and compliance with established procedures. The position involves managing document imaging activities, ensuring records are maintained and retained according to schedules and regulations, and overseeing fulfillment requests such as account maintenance, modifications, and closures. The supervisor will monitor service-level agreements, analyze workflow trends, and implement process improvements. Additionally, this role involves leading, coaching, and developing employees, fostering a positive work environment, and supporting strategic initiatives. The position also ensures compliance with records retention, privacy laws, and information security standards, and manages administrative tasks like staffing, scheduling, and performance management.

Requirements

H.S. Diploma or General Education Degree (GED) required
5+ years Progressive experience in records management, operational servicing, document imaging, financial services, or a related field.
Minimum two years of supervisory or leadership experience with demonstrated success developing employees and leading teams required

Nice To Haves

Bachelor’s Degree Business Administration, Finance, Operations Management preferred

Responsibilities

Lead and oversee daily records management and fulfillment operations to ensure service excellence, operational efficiency, and compliance with established procedures.
Manage document imaging activities, including documentation preparation, scanning, indexing, quality assurance, storage, retrieval, and administration within the Enterprise Content Management (ECM) system.
Ensure records are maintained and retained in accordance with approved retention schedules, regulatory requirements, information security standards, and organizational policies.
Oversee fulfillment requests including account maintenance, account modifications, account closures, cashier’s check requests, disclosure fulfillment, and related operational servicing activities.
Monitor service-level agreements, productivity targets, processing volumes, turnaround times, and quality standards.
Analyze workflow trends and operational metrics and implement corrective actions and process improvements to enhance efficiency and service delivery.
Partner with business units and support departments to ensure operational needs are met and process objectives are achieved.
Lead, coach, develop, and motivate employees through effective performance management, feedback, recognition, and career development.
Establish team goals, priorities, and performance expectations aligned with departmental and organizational objectives.
Conduct workforce planning activities to ensure appropriate staffing levels and operational readiness.
Foster a collaborative, inclusive, and high-performing work environment focused on accountability, teamwork, and continuous improvement.
Support strategic initiatives, digital transformation efforts, and operational projects that improve operational effectiveness and the employee and member experience.
Communicate operational updates, service-level results, performance expectations, and process changes effectively with employees, management, and business partners.
Build and maintain productive relationships across departments to support seamless operational execution and issue resolution.
Promote Golden 1’s Mission, Vision, Values, and leadership expectations.
Ensure employees have appropriate tools, training, and resources to perform their responsibilities successfully.
Ensure compliance with records retention requirements, privacy laws, information security standards, internal policies, and applicable regulatory requirements.
Establish and maintain controls that mitigate operational risk and support audit, legal, and regulatory obligations.
Monitor operational activities to identify risks, ensure adherence to procedures, and maintain operational integrity.
Support and participate in audits, examinations, quality reviews, and control testing activities as required.
Manage staffing, scheduling, payroll review and approval, attendance monitoring, performance management, and employee relations activities.
Ensure staffing resources are aligned with business needs and service expectations.
Administer department processes and reporting activities in accordance with established policies and procedures.