Retail Services Team Lead

Job Descriptions:

Mission:

In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.

Culture Competencies: S.T.R.I.V.E

Maintains our members’ and employees’ trust by safeguarding their financial data and information.

Values and respects everyone’s abilities, opinions, and feedback to achieve trust, safety, and well-being in a friendly, welcoming, and cooperative environment. Actively devoted to our motto of “better together.”

Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles.

Generates innovative ideas, supports change, provides new efficient solutions, and solves problems creatively while balancing risk.

General Summary

Under general supervision and in compliance with all federal and state regulations and USSFCU policies and procedures, assists in the daily activities involved in the operation of the retail branch. Serves as an ambassador of USSFCU by espousing our “Better Together” philosophy to fulfill our purpose of helping our members achieve financial success. Provides support to the day-to-day operations of either the Retail Operations or Retail Experience team. Provides a world-class member experience during every interaction. Ensures member transactions, member inquiries and other duties as assigned are processed in an efficient and effective manner consistent with credit union policies, practices, and goals.

Major Duties and Responsibilities

Engages & assists in the development of departmental business plan, goals, strategies, and tactics.

Engages & assists in developing and administering the Retail budget.

Assists in the coaching and recruiting of staff.

Collaborates with the Member Experience Manager to build and maintain employee relationships and team spirit

Ensures sales and service goals are understood and met at the individual level.

Assists in the execution of a staffing plan, coordinating to ensure adequate coverage from a workflow perspective and backfilling for the Assistant Managers as required.

Assists in daily execution of high-quality service to all internal department staff and members. Escalates issues in accordance with retail processes.

Evaluates staff performance, Prepares the 90 Day Review, assists in the preparation of the annual reviews & performance improvement plans. Participates in the delivery of the employee reviews & provides constructive feedback.

Maintains expertise in CU functions, retail duties, knowledgebase, and regulations. Complies with all applicable rules, regulations, and statutes of the NCUA and other appropriate governing bodies to include but not limited to the credit union bylaws, credit union code of conduct, credit union employee guidebook, Bank Secrecy/Anti-Money laundering Act, Fair Housing Act, Fair Lending Act, and Fair Credit Reporting Act.

Provides constructive feedback from Training, Internal Audits, and Coaching.

Develops and executes a communication plan to include developing agendas and facilitating daily huddles.

Assists in daily execution of high-quality service to all internal department staff and members, and escalating issues in accordance with retail processes.

Monitors and inspects staff compliance to regulations, policies and procedures and reporting gaps to managers.

Ensures completion of assigned Internal Audits and Logs. (Branch Only)

Participates with the Retail Experience and Operations Manager to understand, communicate and execute marketing events and promotions.

Collaborates with the Retail Operations and Experience Managers & Human Resources for timely resolution of personnel issues.

Collaborates with all departments to share and disseminate critical information.

Completes complex member transactions as required.

Handles member escalations and staff overrides.

Oversees third party vendors as assigned.

Maintains expertise in ATM/ITM functions to ensure operability and member satisfaction. (Branch Only)

Ensures Branch Opening and Closing is Accomplished On- Time and In Accordance with Policy, Scanning the Work Environment and Planning for the Day. (Branch Only)

Engages in departmental troubleshooting of critical systems – escalating issues to IT, as necessary.

Manages vault and lobby operations (When backfilling for Asst Manager). Places branch cash orders based on needs, limits, and manages financial instruments. (Branch Only)

Performs other duties as assigned.

Required Experience:

Education:High school diploma or equivalent and (5) five years relevant experience or bachelor’s degree in business or related field and one (1) year relevant experience required.

Experience: Three (3) years of supervisory/managerial responsible experience in a contact center environment with prior consumer lending, teller operations, collections, new accounts, banking regulations operations preferred.

Skills: Working knowledge of consumer lending required. Excellent math and analytical skills required. Ability to manage multiple tasks and supervise multiple people in a challenging environment. Excellent critical thinking skills required. Proficiency with PC applications such as Outlook, Word and Excel required.

Communication: Excellent oral and written communication skills required. Ability to communicate in a professional and effective manner with all levels of Credit Union staff, vendors, Board Members, and members.

Supervisory: Minimum of (2) one year of managerial experience required.

Equal Opportunity Employer/Veterans/Disabled

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.

Keyword: Retail Services Team Lead

From: United States Senate Federal Credit Union