Supervisor - Support Services

California Coast Credit•San Diego, CA

5h•$70,304 - $84,206•Onsite

About The Position

This position will be accountable for the supervision of the Support Services Department, under the guidance of the Manager of Support Services. The Support Services Supervisor is responsible to support and oversee the following: card services, ACH, share draft processing, bill pay, levies, bank by mail, mobile deposit, remote deposit capture, A2A processing, procedures, etc. This position is responsible for ensuring that staff is trained and provides exceptional service to members, branches, call center and departments.

Requirements

1 year supervisory or group lead experience required or equivalent combination of experience and education.
Ability to serve as subject matter expert for all Support Services and ATM functions.
Knowledge of financial institution operations including negotiable instruments, funds availability, regulations and compliance. Knowledge of applicable Federal and State financial industry rules and regulations.
Knowledge of regulatory requirements, technology, and law in the areas of card services, ATM, ACH, Share Drafts and levies.
Technical aptitude for analysis and problem solving.
Requires working experience with Microsoft Applications such as Excel, Word, and Outlook.
Must have strong organizational, verbal, and written communication skills.
Requires demonstrated leadership skills and the ability to effectively train, direct and develop others. Ability to effectively communicate management philosophy and policies to subordinates. Ability to resolve difficult issues and problems with tact, professionalism and expediency.
Ability to appear for work on time, follow workplace policies and procedures, interact effectively with all levels of coworkers, accept and respond to constructive feedback from others.

Nice To Haves

A Bachelor’s degree in Business/Finance is preferred or up to 5 years equivalent financial industry experience. One of the five years to include a working knowledge of card processing, ATM and ACH.

Responsibilities

Manages new/reissue card and PIN replacement processing; works closely with branch staff, Information Technology, and card processors.
Department liaison for internal and external audits. Recommends responses and procedural changes to audit findings.
Manages settlement processing including general ledger reconciliation, and processing of card exceptions, and ATM machine related settlement. Files monthly and quarterly card reports. Provides support for ATM deposit processing, servicing and ATM vault cash management.
Analyzes performance of department activities and documents revisions required to resolve ineffective performance. Continually identifies problem areas, devises and delivers solutions to enhance quality of service and to prevent future problems.
Assists with department disaster recovery for critical processes/functions, and reporting assigned to the department. Reviews and recommends Enterprise Risk Management changes.
Exercises discretion and independent decision-making to ensure department functions efficiently. Assists with the growth of the credit union, implementing policies and procedures and embracing the credit union’s Mission, Vision and Values.
Monitors employees’ attendance, job performance and conduct. Provides counseling and recommendations for appropriate disciplinary action.
Ensures adequate staffing levels are maintained by effectively scheduling employee work hours. May review and approve employees’ time off.
May assist with interviews of potential new hires and/or promotion of existing employees.
Trains, coaches and monitors staff to ensure quality service is provided.
Assigns, monitors and reviews work assignments of staff to ensure completion of duties according to established procedures and timeframes.
Assists with the development of personnel by providing effective training/cross training, observations, feedback/counseling, timely and fair performance appraisals, and effectively motivating employees, maintaining a positive team work environment.
Exercises discretion and independent decision-making to ensure soundness of the credit union.
Conducts regular staff meetings and training sessions to enhance teamwork, share information, improve productivity and maintain proper security and operations.
Ensures all correspondence is professional and accurate.
Performs Support Services operational tasks, as assigned.
Performs other duties as assigned.
Liaison between Support Services, Information Technology, card and ATM vendors.
Provide exceptional service to internal and external customers.
Supervises, coaches and mentors staff, including performance evaluations.
Participates in developing and carrying out department goals and corporate Strategic Action Plans.
Liaison for department audits.