Senior Retail Support Specialist

Nutmeg State Financial Credit Union (NSFCU)

Nutmeg State Financial Credit Union (NSFCU) is a values-driven organization committed to intentional actions and investments to "be the change" in our community. Our core focus is to empower members and families to achieve stability, seize opportunity, and build legacy. We deliver relationship-based, impact-driven, purposeful financial solutions in a cooperative ecosystem. Our core values are integrity, responsibility, empathy, and engagement.

Position Description

The primary purpose of this position is to deliver exceptional member service through expert transaction processing, high-touch member interactions, and strong operational execution within branch, phone, and digital delivery environments. In addition, the Senior Retail Support Specialist will serve as an escalation and coaching resource, modeling behavior and member experience expectations across all branch locations, phone, and digital service delivery teams.

Essential Functions

Team Support and Peer Coaching:

• Provide peer coaching and guidance to Retail staff related to transactions, service interactions, and procedures.
• Support onboarding and skill development of new or developing teammates through knowledge sharing and modeling best practices.
• Reinforce service standards, member empathy, and interaction consistency.
• Escalate trends, risks, or recurring issues to leadership, providing recommendations for improvements.
• Develop empathetic relationships with colleagues, ensuring coaching is delivered constructively and in a supportive manner.

Branch Operations Support:

• Support branch cash management activities including cash orders, shipments, balancing, and vault controls.
• Ensure required operational logs, reports, and controls are completed accurately and on schedule when supporting branch locations.
• Adhere to and reinforce safety, security, and loss-prevention protocols to protect members, staff, and assets.
• Support regulatory readiness through accurate documentation and adherence to policies and procedures.
• Serve as a resource to branch staff on procedure compliance.
• Proactively identify and recommend updates when Retail procedures require review or adjustment.
• Escalate trends, risks, or recurring issues to the Retail Branch leadership with recommended improvements.

Sales and Service Culture Support:

• Engage members in meaningful conversations to identify needs and recommend appropriate solutions.
• Serve as a role model for effective sales and service behaviors aligned to Nutmeg standards.
• Stay current on product offerings, procedures, and service expectations to support consistent execution.
• Collaborate with branch, phone, and digital service delivery teammates to achieve individual and team sales and service goals.
• Collaborate with Retail leadership and the Supervisor, Retail Support to promote goals and initiatives in branches and Navigation Center.

Member Service and Transaction Expertise:

• Deliver high-quality member service by resolving inquiries, processing transactions accurately, and promoting appropriate Nutmeg products and services.
• Perform and oversee complex transactions including deposits, withdrawals, loan payments, and account maintenance and research.
• Open, close, and service member accounts in accordance with policy and regulatory requirements.
• Act as a resource for resolving escalated member issues, applying sound judgment and service recovery practices.
• Clearly explain product features, benefits, and processes to support informed member decisions.

Responsibilities listed reflect general responsibilities of this position and are not to be construed as an exhaustive list of all duties. Other duties may be performed as needed.

Qualifications

Experience, Education & Credentials:

• High School Degree or equivalent required, Associate's Degree preferred.
• A minimum of three years of experience in a financial institution required, preferably within a branch setting.

Knowledge, Skills & Abilities:

• Adaptability and flexibility to work at different locations across the credit union branch network, sometimes with minimal notice is required.
• Ability to lead and motivate others and create a positive work environment.
• Ability to build relationships and trust with members and peers.
• Solid understanding of member services, financial products, and branch operations.
• Ability to work independently while contributing effectively within a team environment.
• Effective written and verbal communication skills.
• Proficiency with Microsoft tools and banking systems.
• Must be capable of exercising high levels of discretion on both internal and external confidential matters.

Competencies:

• Customer Focus
• Functional/Technical Skills
• Problem Solving
• Interpersonal Savvy
• Process Management

Physical Requirements

• Must be able to lift up to 10 pounds.
• Requires standing and/or sitting for an extended period of time.

Mental & Emotional Requirements

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be capable of dealing calmly and professionally with numerous personalities and diverse perspectives both within and outside of the organization.
• Must be able to perform responsibilities with composure under the stress of deadlines and requirements for quality and timeliness.
• Must be capable of exercising high levels of discretion on both internal and external confidential matters.