GENERAL SUMMARY:

This position requires three-day in office. 

This is responsible for the overall management of all areas of Retail Operation, providing operational support to Branches and back-office departments including but not limited to Electronic Payment Services, Member Operations Services, Legal, Application Development, Computer Operations, Digital Member Support and Member Contact Center. These duties include training, support and guidance as it pertains to procedures, regulatory compliance, and compliance audit. This position is responsible for completing comprehensive assessments of contact handling and support performance of Member Contact Center (MCC), Digital Member Support (DMS) and Virtual Branch staff, monitoring interactions between the employee and the caller / member, for adherence to policy and procedure and validating operational integrity is adhered to and is responsible for communicating findings and making recommendations while working closely with the Director of Retail Operations and Vice President of Strategic Alliance to identify areas of improvement, increase efficiency, minimize losses, and ensure staff are in compliance with policies, procedures and regulations. The Retail Operations Advocate is also responsible for the handling of formal member complaints received through the NCUA, Better Business Bureau (BBB), and letters/emails to executives and Board of Directors.

NATURE AND SCOPE OF POSITION:

The position works with a minimal amount of supervision and direction and is expected to take reasonable actions necessary to carry out the assigned responsibilities of the position, provided that such action is consistent with cost-effective practices and is consistent with the policies and procedures of Kinecta Federal Credit Union. 

SUPERVISORY RESPONSIBILITIES:

There are no direct supervisory responsibilities but may be expected to take the lead on assigned projects and may oversee or mentor the work of others working on assigned project.  

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Provides real-time support to all Branch locations regarding operational issues, audit questions / concerns and complex member issues pertaining to Trust, Deceased, Medallion, and / or business memberships.
• Participates as a Subject Matter Expert (SME) in projects that affect the front line, supporting policy/program updates or creation.   
• Create and distribute Operation Briefs / Updates regarding process changes, new regulation(s), or system enhancements.  
• Tier 2 support for program/system updates and enhancements including UAT, on Origence, KIT, Symitar, Member 360, and Retail Services Sharepoint site.
• Identifies areas of improvement with regards to workflow processes and policies/procedures; makes recommendations, develops, and implements related updates and/or new policies/procedures.
• Acts as Member Services Liaison and/or subject matter expert to other credit union areas, including Marketing, Corporate Communications, Business Development, Finance and Accounting, IT, Risk Operations, Investigations, Legal, Compliance Assurance, Compliance, Consumer Lending and Loan Servicing / Operations. 
• Monitors changes in laws and regulations that may affect the programs to which assigned; implements policy, procedural and operational changes as required.
• Research, plans, organize and coordinate projects related to the Retail Operations Department. 
• Assists in assessing and identifying Branch and Operational support area software needs. Assists in testing and troubleshooting new software and software enhancements.
• Participates and assists in planning, implementation, and training assistance in the setup, closure, or relocation of branches.
• Assist in the management and development of operational procedures and policies for all branches, which include but are not limited to, evaluating current procedures for effectiveness, alignment, and consistency as well as for developing new procedures when warranted. 
• Partners with Regional Directors to determine where additional support or training for the Branches may be required, as it pertains to policy / procedure / regulation and / or compliance. 
• Work with Talent Development to create new and review existing training programs to ensure training meets frontline needs.
• Partners with Talent Development in the creation and maintenance of Audit training for branches.
• Responsible for evaluating an established number of interactions (including but not limited to phone calls, screen recordings, chat sessions, and ITM recordings) each month for Quality Assurance.
• Conducts weekly Quality Assurance reporting on all interactions monitored for that week, monitoring for service quality, operational integrity, adherence to policy and procedure and one call resolution. 
• Responsible for ensuring all Member Care complaints are properly logged into Quantivate. Liaises with heads of various business units to gather research, draft complaint responses, secure timely approvals from Compliance, Legal, the CXO, and / or the CEO, ensuring resolution of complaints are completed within times as outlined by the NCUA, BBB, policy and procedure. 

 NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs other duties including special projects as assigned.

MINIMUM QUALIFICATIONS

Knowledge, Skills and Abilities:

• Knowledge of financial industry policies, practices, regulations, and processes. 
• Comprehensive knowledge of Member Service Center and Operational activities and efficiencies.
• Knowledge of basic statistical techniques. 
• Knowledge of principles and practices of project management.
• Strong analytical skills.
• Strong computer knowledge including Microsoft Office (Microsoft Word, Excel and PowerPoint).
• Ability to plan, organize, administer, coordinate, review, evaluate and personally participate in operations and member service activities.
• Ability to use tact, initiative, prudence and independent judgment within general policy and legal guidelines. 
• Ability to work under intensive and competing deadlines.
• Ability to perform highly detailed work on multiple, concurrent projects. 
• Ability to establish and maintain effective working relations with those contacted in the course of work. 
• Strong communications and presentation skills.

Education, Training and Experience:

Potential candidates for this position must meet the following requirements:

• Bachelor’s degree or equivalent 3 - 5 years’ experience preferred.
• Extensive knowledge of Federal and State banking regulations.
• Knowledge of Word and Excel.
• Knowledge of Credit Union and financial services industry preferred.

One year of relevant professional-level work experience may be substituted for one year of required education.

WORKING CONDITIONS:

• The working environment is generally favorable.  Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. 
• The job may require flexibility with regards to scheduling days, hours, and work location, depending on business needs. 
• The job is typically sedentary but may require standing and walking up to 35% of the work time to transfer files, ask questions, and related activities.

PHYSICAL ABILITIES, MENTAL DEMANDS, AND WORK ENVIRONMENT

Must be able to exercise sound judgment, effectively plan and be well organized, have excellent oral and written communications skills, work well under changing timelines, take the initiative and be flexible and cooperative. Accuracy, timeliness and maintaining confidentiality related to member, employee information and company records is required.

While performing the job duties of this position, the employee is regularly required to sit; talk or hear in person and by telephone; use hands to operate standard office equipment; reach with hands and arms; lift minimum 10 lbs.

The employee is frequently required to walk and stand. Vision abilities required by this job include close vision and the ability to adjust focus to read and operate office equipment, as necessary. The employee works under typical office conditions and noise levels. 

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.