Retail Support Manager
$101,000–$115,000 year
On-sitePalo Alto, California, United States
Job Summary
Oversee daily operations of the Retail Support Department, supervising staff, coaching associates, and ensuring efficient member and staff service. Manage the SFCU IRA/HSA Program, including contributions, distributions, and tax reporting, while troubleshooting system issues on the Retirement Central platform. Conduct regular audits of new account openings and transactions, review department procedures for improvement, and lead staff meetings to ensure regulatory compliance. Collaborate with branches, call centers, and digital banking to solve complex issues and promote effective team relationships. Identify operational deficiencies by tracking inquiries and escalations, then develop and implement process improvements. Participate in change initiatives as assigned to ensure timely completion of assigned tasks.
Required Qualifications
- 3+ years of management experience in a financial institution
- demonstrated leadership skills
- Bachelor's degree or equivalent level of education and experience
- Strong financial services operations background
- Strong regulatory compliance background
- Ability to work in a fast-paced environment
- Ability to prioritize tasks
- Ability to service members
- Ability to coach/direct employees
- High energy
- Ability to interact with various levels throughout the Credit Union
- Interpersonal skills to represent the Credit Union in a positive way
- Accuracy and attention to detail
- Excellent organizational skills
- Multi-tasking skills
- Demonstrated proficiency in both oral and written communications
- Proficiency in Microsoft Applications
- Strong problem-solving skills
- Ability to develop conceptual alternatives
Desired Qualifications
- FISERV DNA experience
- experience working with multiple core systems
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