Member Servicing Supervisor bei SAFE Credit Union

Responsible for supervising the daily operations of the Member Servicing team, maintaining a broad knowledge of complex deposit account laws and regulations to ensure credit union compliance. Responsible for maintaining current policies and procedures. Additionally, this role works in close partnership with the Member Servicing Manager to align on best practices, implement process improvements, and support initiatives that enhance the overall member experience. The supervisor provides leadership and support to team members by offering guidance, motivation and development opportunities. Core responsibilities include employee training, work planning and delegation, performance evaluation, recognition and discipline, and effective resolution of member and staff concerns.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

-Supervise team with responsibility for meeting with members virtually to originate and service complex accounts including fiduciary accounts, Individual Retirement Accounts (IRA), custodial accounts, Powers-of-Attorney, and decedent account administration.

-Oversee workflow to meet established service-level commitments; ensure work is accurate, compliant, complete, documented, member friendly and balanced.

-Act as a lead in operational backup for daily processing as requested.

-Provide approvals, overrides, and exception handling for financial transactions and operational requests.

-Serves as the next point of contact and handles escalations when needed.

-Manage the reconciliation of all general ledger accounts assigned to Member Servicing, as well as reconcile assigned general ledger accounts.

-Oversee annual tax reporting process for deposit accounts.

-Assist with the testing of complex deposit account origination/servicing due to software releases and enhancements.

-Ensure compliance with applicable laws, regulations, policies, and procedures regarding complex deposit account origination and servicing.

-Prepare, update, and ensure accuracy of related procedures and department desk procedures, as well as policy changes. Works collaboratively with other stakeholders when updating handbook procedures.

-Ensure department audits are completed for various department activities and functions to ensure timely, accurate and complete processing of tasks, as well as ensure we are meeting compliance with regulations, policies, and procedures.

-Ensure team contact with members and internal customers meets service expectations and resolves issues brought forward by team members, stakeholders, and members.

-Write and conduct quarterly and annual performance evaluations, including setting short- and long-term goals as well as defining any required training and development plans. Coach, motivate and mentor   employees. Give positive reinforcement, recognize and reward staff when warranted. Perform disciplinary actions when applicable.

-Manage employee timesheets, including reviewing for accuracy, inputting exceptions and approving for payroll while ensuring compliance with state-based polices.

-Represent SAFE in court as Custodian of Records.

-Complete other duties as assigned.

QUALIFICATIONS

REQUIRED KNOWLEDGE: 

Preferred knowledge of SAFE’s products and services, banking practices, operations, policies, and data processing. Thorough understanding of the state and federal regulations pertaining to estate, Individual Retirement Accounts (IRA), and fiduciary accounts. Preferred knowledge within Fiserv DNA Core Banking System.

Education/EXPERIENCE:

Bachelor's degree from a four-year college or university, and five years of work-related experience in a full-service financial institution; or an equivalent combination of education, training, and experience.

Certification:

-Certified IRA Specialist 1 (CIS 1) preferred

-Certified IRA Specialist II (CIS II) preferred

-Certified IRA Professional (CIP) preferred

TECHNICAL SKILLS 

-Knowledge and experience with:  

-Microsoft Office products (Outlook, Teams, Word, Excel)

-Working knowledge of DNA banking platform preferred.

OTHER SKILLS AND ABILITIES                                                  

-Ability to work independently and manage multiple priorities within established timeframes. 

-Strong written and verbal communication skills.  

-Excellent multitasking, organization, time management, research, communication, and problem-solving.  

-Demonstrated ability to work in a team environment. 

-Ability to quickly adapt and openly embrace change. 

WORK ENVIRONMENT/PHYSICAL DEMANDS SUMMARY

LANGUAGE SKILLS

-Strong reading comprehension and writing skills.

-Ability to craft and deliver effective communication appropriate for different audiences.

-Ability to read, analyze, and interpret technical procedures or governmental regulations.

-Ability to write procedures, training programs, reports, and business correspondence.

-Ability to effectively present information and respond to questions from groups of managers and peers.

MATHEMATICAL SKILLS AND REASONING ABILITY 

-Ability to work with mathematical concepts such as probability and statistical inference.

-Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

-Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

-Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

-Demonstrated success in analytical problem-solving, as well as strategic thinking skills.

-Ability to interpret data and understand trends.

-Ability to provide recommendations based on risk.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

-The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

-While performing the duties of this job, the employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.

-The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.

-The employee must occasionally lift and/or move up to 10 pounds.

-Specific vision abilities required by this job include close vision.

-The noise level in the work environment is usually moderate.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.