Mail and Transaction Processing Team Lead - Rochester NH

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Service Credit Union is seeking a full-time, on-site Mail and Transaction Processing Team Lead who will be responsible for ensuring the efficient, accurate, compliant, and member-focused administration of all transactions across all accounts serviced by Service Credit Union. The Mail Transaction Specialist Team Lead serves as a key resource in processing and maintaining loan-related activities, identifying opportunities for process improvement, mitigating operational risk, and delivering exceptional service to members and internal stakeholders while fostering a culture of accountability and continuous improvement.

“ Members are the priority at Service Credit Union, and every role at the credit union is responsible for supporting member solutions and contributing positively to the member experience.”

Compensation range: $22 - $24 per hour based on experience

Location: Rochester NH, on-site position.

Benefits Include:

• Great health and dental benefits starting day one!
• PTO, long-term disability, and paid holidays.
• 401k with 8% company contribution after one year of employment.
• Paid leave policy after 12 consecutive months of employment.
• Free confidential mental health support program with Talkspace
• Free identify theft protection through IdentityForce
• Tuition reimbursement.
• Training and career growth opportunities.

A Day in the Life:

• Deliver exceptional service by responding to member inquiries accurately, professionally, and in a timely manner.
• Resolve member concerns whenever possible during the initial point of contact.
• Assist with escalated member issues and collaborate with management as needed to facilitate resolution.
• Process transactions accurately and efficiently while supporting departmental service level agreements (SLAs), key performance indicators (KPIs), and organizational objectives.

• Post and reconcile incoming transactions, including loan payments, payoffs, deposits, general ledger entries, and other monetary transactions.

• Research, process, and complete member and internal requests, including check withdrawals, wire transfers, and other loan-related transactions.

• Investigate and resolve transaction discrepancies, balancing issues, and member inquiries in a timely manner.
• Provide exceptional service to members and internal business partners while supporting department projects, reporting needs, and continuous improvement initiatives.

• Open, sort, distribute, and process incoming mail, ensuring timely routing and handling of member correspondence, payments, and documentation

• Prepare outgoing mail including certified and overnight deliveries
• Serve as a subject matter expert and resource for the transaction specialist processes, systems and regulatory requirements
• Monitor and manage department queues, workloads, and assignments to ensure resources are effectively allocated and prioritized based on business needs.
• Track productivity, service levels, and workload distribution to maintain operational efficiency and a positive member experience.
• Perform quality control reviews to ensure accuracy, consistency, compliance, and adherence to established policies and procedures.
• Serve as the first point of escalation for team members, providing guidance and support for complex issues, operational challenges, and member concerns.
• Participate in departmental projects and process improvement initiatives.
• Operate mailroom equipment such as postage meters, scanners, and printers.
• Regular and reliable attendance is an essential function of this position.
• Perform other duties as assigned.

Required Knowledge and Skills:

• Exceptional member service and relationship-building skills.
• Strong analytical, organizational, and problem-solving abilities.
• Ability to prioritize work and manage multiple tasks in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to work independently and collaboratively within a team environment.
• Proficiency with Microsoft Office Suite, including Excel, Outlook, Word, and PowerPoint.
• Experience utilizing banking or workflow management systems preferred.
• Strong attention to detail and commitment to accuracy.
• Ability to adapt to changing priorities, processes, and business needs.
• Willingness to work additional hours as business needs require.
• Ability to travel to other work locations as needed.

Education/Experience/Certifications:

Education: High School diploma or equivalent required .

Experience: Minimum 2 years in related field required.

Physical Requirements:

• Ability to stand for up to 2 hours.

• Ability to lift boxes up to 20 pounds.

• Ability to use computers for up to 8 hours.
• Ability to travel to other work locations as required, if needed.

At Service Credit Union we celebrate our employees' diverse backgrounds, ethnicities, gender identities, spiritual practices, abilities, and all the other traits that make us individuals. We follow the adage of treating others how we want to be treated while striving for understanding. Together, we create a unique credit union capable of serving our members needs with the same respect, empathy, and kindness we give each other.

Equal Opportunity Employer