Invest in People. Empower Success

Retail Support Officer

TwinStar Credit Union is seeking a Retail Support Officer to join our team! This position is responsible for providing professional and quality member service by performing a variety of support functions across delivery channels. Retail Support Officers proactively prevent, address and resolve operational and procedural issues that occur across delivery channels (branch, digital, contact center). The job purpose is to ensure consistent methods of operations and high service levels to the credit union membership and to employees requesting operational support and skill training. Each Retail Support Officer maintains a shared responsibility and rotation between all essential job functions, incoming support request channels, tasks, and training material to ensure this critical role is sufficiently resourced and supported. Position closes January 20, 2023.

Status

Full-Time Regular, Non-Exempt

Location

This position is eligible for remote work from the following states only; Washington, Oregon, Idaho, Florida, New Mexico, Texas, Alabama, Arizona, Tennessee, Kansas, and Maine. You must reside or be willing to relocate to one of the approved listed states. TSCU does not offer relocation assistance. You must reside or be willing to relocate to one of the approved listed states before first day of employment. TSCU does not offer relocation assistance.

Visa sponsorship not available.

Contact us at 800.258.3115 with any questions or request for accommodation.

Essential Functions and Tasks

• Adheres to established Credit Union Core Values. Provides outstanding member and employee experiences following the established credit union MX and EX principals.
• Answers the department helpline and provides technical assistance and support for incoming calls, chats, and emails. Analyzes, evaluates, researches and resolves transactional and operational issues brought forth by employees and members.
• Assists the delivery channel staff with the balancing of cash, general ledgers, and transactions. Researches and resolves out of balance errors. Reports any concerns regarding errors to department leadership immediately.
• Contributes up to date knowledge base material and procedural documentation for various operating systems related to accounts, loans, transactions, and member services offered by the credit union.
• Ensures duties performed are in accordance with established security procedures and standards (i.e., dual control, robbery, safety, shredding, etc.), audit, regulatory compliance, information security, customer privacy, and Bank Secrecy Act/Customer Identification Program.
• Maintains well-developed working knowledge of the assigned duties and job functions; keeping up to date and requesting additional training and/or development as needed.
• Promote and adhere to the Outward Mindset: See the needs, objectives, and challenges of others, adjust your efforts to be more helpful of others, and measure the impact of your work on others.
• Reports regularly to work and returns from breaks and meal periods on time according to the posted schedule.
• Reviews and approves IRA transactions and documents. Responds to IRA account inquiries.

Technical Trainer

• Design individual and group training using multiple techniques (e.g. role-play, simulations, team exercises, group discussion, videos, lectures, etc.).
• Develop, design, and deliver training and materials for web-based, virtual meeting, or blended presentations for employees to develop job skills and grow knowledge of credit union programs, policies, and procedures.
• Incorporate changes to regulatory compliance, procedures, policies, and processes into delivery channel employee training programs.
• Research and recommend interactive programs and tools to facilitate technical skill learning for new and existing employee training needs. Utilizes appropriate medium such as training manuals, multimedia, evaluation forms, visual aids, etc.

System Administrator & Operational Controller

• Administrate and maintain user access for operating systems, as assigned.
• Manage and monitor operational issues and works to resolve them timely and efficiently.
• Monitor and maintain controls regarding assigned transaction activity reports. Includes investigating, analyzing, and resolving operational variances. Includes daily, weekly, monthly, and quarterly reporting.
• Support, monitor, and maintain all internal control processes necessary to provide accurate accounting and operational systems.
• Support the administration of the new account and loan origination system.

LEVEL 2 ADDITIONAL ESSENTIAL FUNCTIONS AND TASKS

Participates in project management, monitors training consistency, and complex troubleshooting

• Actively participates with project teams as assigned to provide input on behalf of the Operations department, delivery channels, and the systems maintained by the Operations department.
• Co-administrates the new account origination systems. Partners with other department roles to co-administrate other account and loan related systems, as assigned.
• Communicates organizational announcements for process changes and alerts.
• Demonstrates courtesy, tact and diplomacy in communications and interactions with employees, vendors, guest speakers and other department team members in order to foster trust in decisions, training and recommendations.
• Ensures member documents received and reviewed (e.g. death, IRA, membership cards, court orders, etc.) and transactions, where support is given, are accurate and in accordance with credit union procedures, laws, and IRS rules and regulations.
• Influences Retail Support team members directly to take action according to established procedures and identifies situations needing escalation.
• Maintains communication with applicable outside vendors regarding changes, errors and downtime situations.
• Monitors training material and knowledge resources to ensure consistency among the material and team utilization.
• Recommends changes to procedures as necessary to keep up with technology, systems, and process improvements to insure that operational processes are being performed effectively while providing service excellence.
• Researches, analyzes, recommends, outlines, and tests strategies and/or solutions to address end user or organizational needs related to projects, business processes, and operational procedures. Uses creativity to propose and recommend new solutions. Presents recommendations to Retail Support Manager.
• Solves complex technical, regulatory and procedural problems by drawing from experience to create a comprehensive, creative and proactive solution.

SENIOR LEVEL ADDITIONAL ESSENTIAL FUNCTIONS AND TASKS

Coaches, project lead, solves escalated issues, initiates improvements, & primary system administrator

• Department Project Lead-Initiates and implements projects including required changes, technology modifications, ATM installations and decommissions, and new systems or products. Coordinates with project owners to stay on schedule.
• Improvements -Initiates program and system improvements. Determines system utilization requirements by researching and testing workflows and system functions. Makes recommendations to application administrator.
• Leadership-Sets an example to the team for building and maintaining relationships with other areas of the credit union. Motivates, influences and trains team members. Fosters relationships between team members with diplomacy and builds trust.
• Models Behavior and Motivates Team-Actively works in partnership with Operations department management to coach, lead and motivate Operations employees to uphold Service Level Agreement standards, adhere to report and process deadlines, and ensure employees are in compliance with established credit union policies, procedures and process guidelines as well as applicable State and Federal laws.
• Primary Administrator-Administrator for all job related systems, as required. Acts as a back up during critical downtime or emergency situations. Role includes user access management, modifications to functions of the system, advanced troubleshooting, influencing cooperation with other departments and vendors, and keeping all parties informed on issues and trends.

Education & Experience Required

Education

• High school graduate or GED

Experience

• 3+ years working in a financial institution and/or customer service experience
• and
• 1+ years working with new account or loan origination systems

Education and Experience Preferred:

Education

• Bachelor's degree (B.A/B.S)

Experience

Combinations of the following:

• 1+ years training experience
• 4+ years customer service experience
• 4+ years related operations experience
• 4+ years working in a financial institution

Pay Range

The full pay range is $25.98-$38.96/hr. Depending on experience and qualifications.

Benefits

This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Medical, Dental, and Vision insurance is paid at a 100% by company for the employee coverage. We also offer Health Care FSA (HCFSA) and Day Care FSA (DCFSA). Employees have access to disability and AD&D insurance. Employees are able to enroll in our 401k plan. Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis. Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 personal holiday, and 16 hours of volunteer time.

All benefits except 401k start the first of the month after 30 days of employment. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment

We invest in people and empower success.

At TwinStar Credit Union, we offer our employees rewarding careers serving our members and communities. Our approach is centered on the member experience while creating "Digital First” solutions. We know our employees do best when they are cared for. The experience created for members and employees is our difference.

Our Experience Principles are:

1. Make it easy for us

2. Deliver us value

3. Empower us

4. Care about us

5. Know us

Through these principles, we recognize that investing in the growth and development of others is a measure of success. At TwinStar, we are deeply committed to creating an environment where members and employees feel empowered to bring their whole and authentic selves to each experience. We embrace and celebrate our diversity in individuals and in thought while striving for inclusion in all we do.

Career Development

Being an employee of TwinStar Credit Union is so much more than a job. It’s a place of belonging, where each employee is surrounded by others who support in a way that helps ensure the ongoing success of all.

We recognize that investing in the growth and development of our employees is one of our most important measures of success.

The experience of our members ultimately ties back to the experience of being a successful and well-developed TwinStar employee. It begins with a full Onboarding program – a multi-day learning experience geared toward helping new employees feel welcome, connected, included, and engaged. But that’s just the beginning!

Other opportunities for growth include:

• A vast library of curated online learning content, developed by in-house professionals or through reputable industry partners.
• Coaching and mentoring using proven methods and techniques.
• Engaging and interactive instructor-led training, facilitated by seasoned experts.
• Networking with industry professionals in the Pacific Northwest and across the country.
• Tuition assistance to open doors to professional licensure, certification, or degrees of study.
• In-house Employee Resource Groups, creating inclusive micro-communities to use your voice.

EEO Statement
TSCU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.