Golden 1 Credit Union
Enterprise Member Experience - Senior Branch Experience Specialist
Golden 1 Credit Union, Sacramento, California, United States, 95828
TITLE: SENIOR BRANCH EXPERIENCE SPECIALIST
STATUS: NON-EXEMPT
REPORTS TO: SUPERVISOR - RETAIL DELIVERY SUPPORT
DEPARTMENT: ENTERPRISE MEMBER EXPERIENCE
JOB CODE: 11842
PAY RANGE: $27.56 - $32.00 HOURLY
GENERAL DESCRIPTION
The Senior Branch Experience Specialist will provide the highest level of service available in support of Golden 1’s Mission, Vision, and Strategic Goals. Advocate for our frontline and back-office staff and be a liaison between departments ensuring quick resolution. As a Lead in Retail Delivery Support, you will serve as the second level of support for Branch Experience Specialist. Your primary responsibilities will include assisting with complex and time-sensitive issues, providing guidance and direction with the utmost professionalism, and ensuring that the team delivers exceptional service. Develop strong working relationships with all levels of the organization. Be responsible from generating and maintaining reportable data related to Enterprise Member Experience deliverables. TASKS, DUTIES, FUNCTIONS
Act as the second level of support for Branch Experience Support, addressing and resolving complex and time-sensitive issues. Providing expert guidance and direction, ensuring that they have the necessary support to perform their duties effectively and efficiently. Maintain in-depth knowledge of Golden 1’s operational policies, procedures and processes including but not limited with the areas associated with Branch, Back Offices Departments, Shared Branch Outlet and Lending procedures. Responsible with onboarding newly acquired team members by introducing them to the team culture, outlining their position responsibilities, and guiding them through processing to ensure their success. Support and assist the Retail Delivery Support Supervisor by forecasting Retail Delivery Support schedules and generating weekly/monthly call reports for trend analysis. As Lead you are granted additional system access with IC Business and Interaction Administrator to support leadership in various tasks and responsibilities. Quality Assurance (QA) – Perform objective call evaluations. Identify trends or issues that may impact the level of service we are expected to provide. Ensure appropriate systems and tools are utilized for increased efficiency. In addition, follow current policies and procedures and that we provide accurate solutions. Perform coaching sessions with staff covering Call Reviews (QA), providing feedback and guidance to improve performance. Act as an extension of the Fraud Prevention & Risk Investigations team, performing risk assessments making vital decisions to provide branch staff guidance regarding various fraud scenarios. Process travel plans, using knowledge of fraud systems and trends to carefully weigh the risk of fraud monitoring exclusions against potential declines and a poor member experience. Review VeraFin (UAR) cases and document any additional unusual or suspicious activities according to enterprise procedures for additional back-office research. Review Data Change Report daily ensuring all modifications/updates are performed within guidelines. Provide Skill Builder training for RDSS I representatives for increased knowledge and skills. Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Research, identify and respond to telephone, email, and jabber inquires. Offer guidance, expertise, and solutions to frontline staff with focus on the member experience. Educate and provide guidance to branch and back-office personal with various systems on how to navigate and decipher the information quickly as to become efficient while assisting our members. These systems include but not limited to DataSafe, LoansPQ/Xpress (Loans/New Accounts), Client Central, Relationship Manager and TellerView. RDSS II’s are granted additional access to offer a next level of support with efforts on resolving our members issues or concerns. These include Verafin, Ensenta, PartnerCare, DealerTrack, Compass (Zelle/External Transfer), Visa Online (VRM/Token), WC3 and Item Solutions (OSI). Provide guidance to branch employees, either by interpreting a policy and/or procedure or assisting the branch to make an informed decision. Perform additional responsibilities essential to the operations of Enterprise Member Experience. COMMUNICATION & INTERACTIONS
Interacts professionally with all levels of staff. Communicates in a professional manner (proper grammar, punctuation, and tone) in both written and verbal communication. Effective listener. Communicates with empathy. Demonstrates polished presentation skills, e.g.: Speaks clearly and confidently; Communicates in a clear and concise manner; able to convey complicated information in an understandable manner to the audience. Works as part of a team. Accepts constructive feedback positively and utilize it to help personal and professional development. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK
Effective oral and written communication skills required to train and to constructively follow-up on inquires and concerns from the branches. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS
INTERNAL:
All levels of staff and management. EXTERNAL:
Third party vendors. QUALIFICATIONS
EDUCATION:
A A in related field. Additional work experience may be considered in lieu of degree. EXPERIENCE:
Five or more years at Golden 1 (or other financial institution) progressively performing additional member service/operational duties. KNOWLEDGE / SKILLS:
Excellent verbal and written communication skills. Strong problem-solving skills to define, understand, and ultimately provide solutions for frontline staff. Ability to make sound decisions in the absence of detailed instructions and work on own initiative. Proficient in Excel and PowerPoint desired. PHYSICAL REQUIREMENTS
Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. LICENSES / CERTIFICATIONS:
None. THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
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The Senior Branch Experience Specialist will provide the highest level of service available in support of Golden 1’s Mission, Vision, and Strategic Goals. Advocate for our frontline and back-office staff and be a liaison between departments ensuring quick resolution. As a Lead in Retail Delivery Support, you will serve as the second level of support for Branch Experience Specialist. Your primary responsibilities will include assisting with complex and time-sensitive issues, providing guidance and direction with the utmost professionalism, and ensuring that the team delivers exceptional service. Develop strong working relationships with all levels of the organization. Be responsible from generating and maintaining reportable data related to Enterprise Member Experience deliverables. TASKS, DUTIES, FUNCTIONS
Act as the second level of support for Branch Experience Support, addressing and resolving complex and time-sensitive issues. Providing expert guidance and direction, ensuring that they have the necessary support to perform their duties effectively and efficiently. Maintain in-depth knowledge of Golden 1’s operational policies, procedures and processes including but not limited with the areas associated with Branch, Back Offices Departments, Shared Branch Outlet and Lending procedures. Responsible with onboarding newly acquired team members by introducing them to the team culture, outlining their position responsibilities, and guiding them through processing to ensure their success. Support and assist the Retail Delivery Support Supervisor by forecasting Retail Delivery Support schedules and generating weekly/monthly call reports for trend analysis. As Lead you are granted additional system access with IC Business and Interaction Administrator to support leadership in various tasks and responsibilities. Quality Assurance (QA) – Perform objective call evaluations. Identify trends or issues that may impact the level of service we are expected to provide. Ensure appropriate systems and tools are utilized for increased efficiency. In addition, follow current policies and procedures and that we provide accurate solutions. Perform coaching sessions with staff covering Call Reviews (QA), providing feedback and guidance to improve performance. Act as an extension of the Fraud Prevention & Risk Investigations team, performing risk assessments making vital decisions to provide branch staff guidance regarding various fraud scenarios. Process travel plans, using knowledge of fraud systems and trends to carefully weigh the risk of fraud monitoring exclusions against potential declines and a poor member experience. Review VeraFin (UAR) cases and document any additional unusual or suspicious activities according to enterprise procedures for additional back-office research. Review Data Change Report daily ensuring all modifications/updates are performed within guidelines. Provide Skill Builder training for RDSS I representatives for increased knowledge and skills. Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Research, identify and respond to telephone, email, and jabber inquires. Offer guidance, expertise, and solutions to frontline staff with focus on the member experience. Educate and provide guidance to branch and back-office personal with various systems on how to navigate and decipher the information quickly as to become efficient while assisting our members. These systems include but not limited to DataSafe, LoansPQ/Xpress (Loans/New Accounts), Client Central, Relationship Manager and TellerView. RDSS II’s are granted additional access to offer a next level of support with efforts on resolving our members issues or concerns. These include Verafin, Ensenta, PartnerCare, DealerTrack, Compass (Zelle/External Transfer), Visa Online (VRM/Token), WC3 and Item Solutions (OSI). Provide guidance to branch employees, either by interpreting a policy and/or procedure or assisting the branch to make an informed decision. Perform additional responsibilities essential to the operations of Enterprise Member Experience. COMMUNICATION & INTERACTIONS
Interacts professionally with all levels of staff. Communicates in a professional manner (proper grammar, punctuation, and tone) in both written and verbal communication. Effective listener. Communicates with empathy. Demonstrates polished presentation skills, e.g.: Speaks clearly and confidently; Communicates in a clear and concise manner; able to convey complicated information in an understandable manner to the audience. Works as part of a team. Accepts constructive feedback positively and utilize it to help personal and professional development. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK
Effective oral and written communication skills required to train and to constructively follow-up on inquires and concerns from the branches. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS
INTERNAL:
All levels of staff and management. EXTERNAL:
Third party vendors. QUALIFICATIONS
EDUCATION:
A A in related field. Additional work experience may be considered in lieu of degree. EXPERIENCE:
Five or more years at Golden 1 (or other financial institution) progressively performing additional member service/operational duties. KNOWLEDGE / SKILLS:
Excellent verbal and written communication skills. Strong problem-solving skills to define, understand, and ultimately provide solutions for frontline staff. Ability to make sound decisions in the absence of detailed instructions and work on own initiative. Proficient in Excel and PowerPoint desired. PHYSICAL REQUIREMENTS
Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. LICENSES / CERTIFICATIONS:
None. THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
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