Retail Support Specialist

PRIMARY RESPONSIBILITIES (@ 60% of the time)

• Serve as an operational reference to branch staff virtually by providing direction and assistance in resolving member problems and reducing risk.
• Provide approval and operational guidance to the Care Center teams by participating in the support chat.
• Be the process owner for transaction approval. Evaluate for ongoing efficiency and reduction of wait times.
• Serve as the team lead for documenting processes and procedures as well as ongoing system management and maintenance.
• Compile and distribute weekly retail communications newsletter with a focus on operations, change management, and skill development.
• Support the production of weekly, monthly, and quarterly reporting compiled and distributed from the retail operations team.
• Work with retail leadership to create efficiency and reduce risk through process implementation.

ADDITIONAL RESPONSIBILITIES (@ 40% of the time)

• Provide an elevated level of IRA and Trust guidance support to the Retail team.
• Support fraud monitoring, guidance, and decision making in collaboration with retail, risk, and payments teams.
• Provide guidance and support for systems pertaining to operations for Care Center and branch teams.
• Assist Care Center Managers with quality assurance call reviews.
• Partner with teams across the Credit Union on different projects and strategic initiatives.
• Assist Regional Operations Manager with system testing, updates, and maintenance.
• Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with privacy act directives.
• Perform other duties as assigned and be available to work hours as requested.