Manager of Wills and Trusts Operations en Desert Financial Credit Union

The Manager of Wills & Trusts Operations leads, manages, and oversees the Wills & Trusts operations team to provide quality, efficient and effective service to internal and external clients in a sales and service culture. The Operations Team includes the document drafting, document production, and sales support teams. The Manager is responsible for maintaining the standard operating procedures and the quality/compliance controls for the Wills & Trusts Division. The Manager cultivates and maintains effective business partnerships carrying out responsibilities in accordance with the organization's policies & applicable laws and regulations.

What you will do here:

Leadership: Lead, coach, and manage the Wills & Trusts operations team to provide operational and service support to clients, the Wills & Trusts sales team, and our organizational partners. Support the department in achieving service delivery expectations, growth targets and the organizational business goals and objectives. Drive excellent member sales and service delivery for both inbound and outbound member contact by the operations team through multiple communication channels. Leverage CRM (Salesforce) to monitor team productivity and quality metrics to identify areas for process improvements and implement best practices. Manage continuing education and employee development. Recruit, hire, train, coach and evaluate employees. Support and manage escalated internal and external client surveys, inquiries and issues are addressed and resolved within program expectations. Manage supply inventory and expenses to maintain appropriate business operations within budget expectations.

Process and Procedure Oversight: Process and procedure development, maintenance, review, and oversight. Ensure processes and procedures create an exceptional client, employee and business partner experience while maintaining a high level of efficiency, consistency, quality, compliance, and effectiveness.

Compliance Oversight: Ensure compliance and adherence to all internal and business partner policies and regulations with all governing oversight authorities (i.e., AZ CLDP Program, NCUA, AZDFI, etc.). Maintain and evaluate policies, processes, procedures, and internal controls to ensure compliance with applicable laws and regulations.

Business Partnerships and Relationships: Collaborate with internal partners and external partners/vendors for various business operations, projects, and systems.

Perform other job-related duties as assigned.

What you will need:

Bachelor's degree in business, or related field preferred.

Equivalent combination of education and experience required.

4+ years' experience in Legal Document Preparation, Estate Planning, Financial Institution, and/or Wealth Management required.

2+ years of Leadership experience required.

Effective Leadership Skills required.

Effective Customer Service Skills required.

Strong Compliance Oversight and Management skills required.

Demonstrated Process and Workflow Management skills required.

Demonstrated Problem Solving and Analytical skills required.

Strong Verbal and Written Communication skills required.

Demonstrated Project Management skills required.

AZ Legal Document Preparer Program Certification required.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.