Retail Support Manager

Retail Support Manager Opportunity at Stanford Federal Credit Union

We're on a mission to improve financial lives! If you're a high-energy, compassionate, and collaborative individual yearning to make a difference, we need you on our team! Members really do come first at Stanford FCU because we're non-profit and owned by our members. Our members work for Stanford University and some of the most innovative companies in Silicon Valleyand we provide them with the most generous financial benefits in our industry.

Stanford FCU is a $4.5 billion company with a global reach of over 95,000 members in 90 countries and growing! Come grow with us and see what it's like to work for a Bay Area Top Workplace. As our CEO says, "we work hard, and we play hard", and we need your help to improve even more financial lives!

The Retail Support Manager is responsible for the day-to-day management of the Retail Support Department. The manager will be responsible for the daily supervision, operations, and increased efficiency of the department, as well as for coaching and developing team members to achieve their highest potential. They are responsible for coaching and training associates, delegating, and following up on daily tasks, managing performance, ensuring adequate department coverage, and assisting with other duties and projects as requested. The manager will also ensure members and staff are supported promptly, courteously, efficiently, and professionally. Builds supportive relationships with all areas of the Credit Union as well as with various third-party providers.

Who You Are:

• Requires 3+ years of management experience in a financial institution with demonstrated leadership skills required. Bachelor's degree or equivalent level of education and experience preferred.
• Strong financial services operations and regulatory compliance background.
• Ability to work in a fast-paced environment and prioritize tasks while servicing members and coaching/directing employees.
• High energy individual with ability to interact with various levels throughout the Credit Union.
• Interpersonal skills to represent the Credit Union in a positive way, both internally and externally at all times.
• Accuracy and attention to detail.
• Excellent organizational and multi-tasking skills.
• Demonstrated proficiency in both oral and written communications.
• Proficient in Microsoft Applications.
• Strong problem-solving skills and the ability to develop conceptual alternatives.
• FISERV DNA experience preferred or experience working with multiple core systems.

What You'll Do:

• Maintain an ongoing understanding of the credit union operations and the impact on the various departments supported by the Retail Support department. Responsible for overseeing the support being provided to members and staff.
• Maintain consistent, in-depth knowledge of Credit Union products and services, policies and procedures, operations, systems, and general banking regulations.
• Provides oversight of Retail Support daily operations to ensure processes are completed timely and in accordance with department guidelines, policies, procedures, and regulatory requirements.
• Responsible for regular review of the department's procedures and processes to identify possible opportunities for improvement.
• Perform audit of department new account openings and transactions according to the Credit Union's policies and procedures. Assists in responding to departmental level audit and examination findings or inquiries.
• Conducts regular staff meetings, including training, to ensure staff has a thorough understanding of all Credit Union operational procedures, products, and services as well as regulatory requirements that apply to their daily functions.
• Promotes an effective team relationship between the Branches, Call Center, Digital Banking, and other departments by providing the highest quality of professional and courteous support.
• Collaborate with various other departments to solve complex issues and develop processes to improve overall customer experience.
• Monitors team interactions with members and staff to ensure excellent service and support by ensuring all interactions are handled courteously, professionally, efficiently, and within the established service level standards.
• Manages the SFCU IRA/HSA Program to include contributions, distributions, death notifications, trustee to trustee transfers, conversions, RMDs, and year-end tax reporting and validations. Manage incoming member requests submitted online through the Retirement Central platform and troubleshoot reported system issues. Work with our SEG partners on the management of their HSA contributions.
• Identify operational deficiencies and training opportunities by tracking inquiries and escalations. Assist with developing and implementing process improvements.
• Participate in projects and other change initiatives as assigned ensuring efficient and timely completion of assigned tasks.

Some of Our Benefits for You:

• 100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
• Quarterly incentives up to 10% of your salary (based on position)
• Employer 401(k) matching up to 5% plus additional annual discretionary contributions
• Education reimbursement up to $5,200/year
• Employee recognition program with cash incentives
• Commuter Toll reimbursement $100-$200/month (based on position)
• Wellness Benefits up to $1,200 per year
• Paid Sick Time accrues at two weeks per year
• Paid Vacation Time accrues at three weeks per year
• Paid Federal banking holidays (approximately 11 per year)
• Ongoing training and education, seminars, and conferences
• Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
• Waived fees and deposit bonuses on Stanford FCU accounts
• Flex health/transit plan availability
• Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources

If you are ready for this awesome opportunity (or know somebody who is) please contact us today!

Stanford Federal Credit Union provides competitive pay ranges based on factors such as (but not limited to) the scope and responsibilities, qualifications needed for the position and external market pay for comparable positions.

Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions.

Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

Stanford Federal Credit Union