Retail Services Specialist

The Retail Services Specialist provides administrative support for Altura's Retail Services division. This role assists with onboarding new Member accounts obtained by Business Development Officers at Member Acquisition Events, coordinates new Member appointments with branch staff at the most convenient branch location, and serves as backup support to attend Member Acquisition Events when needed. The position also completes monthly FM audits, supports branch operations reviews, tracks business development performance metrics, and provides administrative support to the VP, Retail Services in service of department priorities and initiatives. Living Our Core Values All Altura team members are expected to live our five core values: Caring We treat people with compassion and dignity, both individually and collectively, to deliver the Altura difference. We seek understanding through learning, openness, and continuous growth. Community We build connection, belonging, and shared purpose. Courage We act boldly and responsibly, guided by our purpose and commitment to doing what is right, especially when decisions are difficult or uncertain. Resilience We are rooted in our mission and purpose with strength, determination, and resolve. Member Onboarding & Business Development Support Provide business development support by compiling, reviewing, tracking, and onboarding new Member account documentation submitted by Business Development Officers; assist with routing new accounts, loans, and referrals appropriately. Contact new Members regarding their accounts, send Welcome letters and disclosures, confirm education on Altura Credit Union products and services and Affiliate services such as Auto Expert, and ensure the New Member Journey process is followed for Members acquired by Business Development Officers. Coordinate new Member appointments with branch staff at the most convenient branch location. Serve as backup to attend Member Acquisition Events (MAEs) when needed, and participate directly in MAEs to support new Membership growth. Train new Business Development Officers on the process followed after acquiring a new Member at a Member Acquisition Event. Compliance & Branch Operations Support Complete monthly FM audits, including gathering required documentation, reviewing assigned items for accuracy and completeness, tracking findings, and providing follow-up support as needed. Support branch operations by compiling information, preparing review materials, tracking results, monitoring follow-up items, and assisting with communication to branch leadership and Retail Services management. Reporting & Administrative Support Provide administrative support to the VP, Retail Services, including preparing reports, coordinating follow-up items, organizing documentation, supporting department communications, and assisting with Retail Services initiatives and priorities. Monitor, audit, disposition, and track Business Development logs for new memberships, loans, and referrals; provide monthly performance metrics to management, including conversion ratio reporting. Process Improvement Take an active role in process improvement for the Business Development team and collaborate with other departments to ensure alignment and consistency across all channels. Duties, responsibilities, and activities may change, or new ones may be assigned at any time—with or without notice. Supervisory Responsibilities This position has no supervisory responsibilities. Education, Experience & Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. High school diploma or its equivalent is required; college is preferred. Two (2) year of experience in a financial institution, preferably a credit union, is required. Knowledge, Skills & Abilities Strong customer service skills, along with strong telephone etiquette skills. Strong interpersonal skills, with the ability to effectively communicate with Altura Credit Union and its Affiliates' Members, staff, and management. Proficient verbal and written communication skills. Effective organizational skills, with the ability to manage and prioritize multiple projects within tight deadline schedules. Demonstrated ability to produce documents, spreadsheets, analytics, and databases using Windows-based software. Ability to type 40 WPM, with the ability to type for up to 90% of a workday. Ability to operate a 10-key calculator, with the ability to use a calculator or number keypad for up to 10% of a workday. Proficient math skills, with the ability to add, subtract, multiply, divide, and calculate averages and percentages. Fluency in Spanish is helpful, though not required. #J-18808-Ljbffr