About the position
The Member Engagement Operational Support Manager plays a crucial role in providing operational support for the Member Engagement and Lending Departments at Excel Federal Credit Union. This position is responsible for ensuring effective, quality, and efficient workflows for member-facing staff. The manager will engage in research, development, analysis, testing, and implementation of front-line products, policies, procedures, systems, and operational training for the front-line staff. The role is pivotal in maintaining the high standards of service that Excel Federal Credit Union has upheld for over 72 years, serving members in the Metro Atlanta area. In this position, the manager will monitor and audit adherence to established member-facing policies and procedures, recommending changes or revisions as necessary to ensure compliance and efficiency. They will serve as the primary operations resource for member-facing staff, providing information on deposit and loan accounts, transactions, and problem resolution. Collaboration with internal department managers and vendors is essential to enhance the quality of service provided to members. The manager will also oversee the security, safety, and cash levels of the branch, ensuring adherence to credit union policies and procedures. Additionally, the manager will keep the Manager of Member Engagement and Lending informed about the operational performance of staff, unresolved member issues, and the progress of product, policy, and procedure changes. They will prepare and monitor month-end reports for both deposit and lending areas and provide backup support for the department as needed. This role requires a strong understanding of technology and computer applications, excellent communication skills, and the ability to multitask effectively while maintaining organization and time management.
Responsibilities
- Monitor and audit adherence to established member-facing policies and procedures, recommending changes as necessary.
- Serve as the primary operations resource for member-facing staff regarding deposit and loan accounts, transactions, and problem resolution.
- Collaborate with internal department managers and vendors to enhance quality service to members.
- Oversee the security, safety, and branch cash levels to ensure compliance with credit union policies.
- Manage the daily balancing of the branch and keep the Manager of Member Engagement and Lending informed on staff performance and unresolved member issues.
- Prepare and monitor month-end reports for deposit and lending areas.
- Provide backup support for the department as needed.
- Perform other duties as assigned by the Manager of Member Engagement and Lending.
Requirements
- 5 years of Banking and Lending experience.
- 3-5 years of credit union customer service experience or in a related customer service environment.
- 2-4 years of experience with core processing systems and related software programs.
- Strong understanding of technology and computer application skills.
- Ability to prepare reports, summaries, and documentation.
- Excellent listening and communication skills, including written, verbal, and telephone skills.
- Strong attention to detail, focusing on accuracy and quality of work.
- Proficient working knowledge of Microsoft Word, Excel, and Outlook.
- Ability to maintain confidentiality and effectively multitask while staying organized.
- Demonstrate strong analytical, problem-solving, and decision-making skills.
- Ability to work independently and as part of a team, meeting deadlines.
Nice-to-haves
- Experience in a leadership role within a credit union or banking environment.
- Familiarity with compliance regulations in the financial sector.
Benefits
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
