Cutx
1 Bethany 1 Bethany 900 W Bethany Dr Suite 500 Allen, TX 75013, USA
The Support Service Manager is responsible for leading a cohesive Support Services team for Credit Union of Texas. This role provides strategic oversight of multiple administrative and operational functions while ensuring regulatory compliance, operational efficiency, and service excellence. Success in this role is defined by the ability to effectively lead teams, align operational execution with organizational goals, and continuously improve processes. The position focuses on leading and developing people and outcomes.
Major Duties and Essential Functions
Hire, onboard, coach, and perform all other leadership functions to ensure team is operating with accuracy and efficiency.
Establish performance goals and development plans for team members and actively support employee growth and accountability.
Maintain appropriate staffing levels and schedules for staff, including approving time off requests, and accuracy of timecards.
Oversee Account Maintenance operations to include:
The tracking and reporting of members’ annual tax payments to ensure accuracy of information.
IRA functions, including tax reporting, audits, renewals, required minimum distributions, contributions and rollovers.
Deceased account functions, including verification of accounts and payments to beneficiaries.
Annual escheatment processing
Receipt, tracking, and response to served legal requests, including subpoenas, levies, and garnishments.
Oversee Loan Maintenance operations to include:
Filing and processing of insurance claims including payment protection claims, and auto and homeowner’s insurance claims including refunds and adjustments.
Credit adjustment functions, including credit bureau dispute processing, to ensure timely and compliant responses
Oversee Insurance Support Operations to include:
Filing claims for GAP, theft, total loss, CPI and repossession claims.
Maintenance of the CPI program to ensure accurate reporting and processes in accordance with CUTX guidelines.
Various ancillary products such as PPI and CPI to ensure accuracy in reporting and GL balancing.
Oversee additional back office functions, including skip a processing, operational reporting, member document requests, payoff requests, lien releases, verification of deposits, verification of mortgage.
Maintain and updates policies and procedures to ensure accuracy, consistency, and regulatory alignment.
Partner with the Compliance Department to ensure compliance with all applicable laws, regulations, and internal controls; implement procedural or documentation changes as needed.
Collaborate directly with Vice President of Support Services to evaluate operational processes and recommend improvements that increase efficiency, and accuracy.
Collaborate with other departments to ensure testing of new products and programs is complete for department.
Performs additional duties and responsibilities consistent with the position and organizational needs.
Positions directly supervised:
Support Services Staff
Specific knowledge, skills, and abilities required for this position
Knowledge of credit union operations, policies, products and services is a plus.
Working knowledge of project management software.
Ability to create team environment in all assigned projects.
Understanding of both waterfall and agile project management principals.
Education Education:
Bachelor’s Degree in Business or related field or equivalent in a combination of relevant operational experience and credit union experience.
Experience Experience:
Experience leading multiple cross functional teams and senior level staff.
Physical Activities and Requirements of this Position DESCRIPTION
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Grasping
Using fingers and palm on an object.
Talking
Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Repetitive Motions
Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Hearing
Able to hear average or normal conversations and receive ordinary information.
Average Visual Abilities
Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Sedentary Work
Sitting part of the time. Exerts up to 10 lbs. of force occasionally.
Working Conditions of this Position DESCRIPTION
Few. No hazardous or significantly unpleasant conditions except during construction wearing a hard hat is required.
Mental Activities and Requirements of this Position Reasoning Ability:
The ability to use common sense or logic.
DESCRIPTION
Detailed
Ability to apply common sense understanding to carry out detailed instructions and to deal with problems involving many variables.
Mathematical Ability:
Basic
Ability to perform basic math skills including adding, subtracting, multiplying, and dividing two digit numbers; operations with units such as inch, foot, yard; ounce, pound (or their metric counterparts), and square footage; ability to understand appraisals, compute rent rates and lease expiration times.
Language Ability:
The level of ability required to communicate and understand written and oral language.
Typical
Ability to use passive vocabulary of 5,000-6,000 words; read at a moderate rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary. Ability to read, analyze and interpret general business periodicals, professional journals, correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, guests, vendors and the general public.
Compliance Requirement The responsibilities contained within this job description remains compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position.
Disclaimer The information in this job 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, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.
Equal Opportunity Employer Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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The Support Service Manager is responsible for leading a cohesive Support Services team for Credit Union of Texas. This role provides strategic oversight of multiple administrative and operational functions while ensuring regulatory compliance, operational efficiency, and service excellence. Success in this role is defined by the ability to effectively lead teams, align operational execution with organizational goals, and continuously improve processes. The position focuses on leading and developing people and outcomes.
Major Duties and Essential Functions
Hire, onboard, coach, and perform all other leadership functions to ensure team is operating with accuracy and efficiency.
Establish performance goals and development plans for team members and actively support employee growth and accountability.
Maintain appropriate staffing levels and schedules for staff, including approving time off requests, and accuracy of timecards.
Oversee Account Maintenance operations to include:
The tracking and reporting of members’ annual tax payments to ensure accuracy of information.
IRA functions, including tax reporting, audits, renewals, required minimum distributions, contributions and rollovers.
Deceased account functions, including verification of accounts and payments to beneficiaries.
Annual escheatment processing
Receipt, tracking, and response to served legal requests, including subpoenas, levies, and garnishments.
Oversee Loan Maintenance operations to include:
Filing and processing of insurance claims including payment protection claims, and auto and homeowner’s insurance claims including refunds and adjustments.
Credit adjustment functions, including credit bureau dispute processing, to ensure timely and compliant responses
Oversee Insurance Support Operations to include:
Filing claims for GAP, theft, total loss, CPI and repossession claims.
Maintenance of the CPI program to ensure accurate reporting and processes in accordance with CUTX guidelines.
Various ancillary products such as PPI and CPI to ensure accuracy in reporting and GL balancing.
Oversee additional back office functions, including skip a processing, operational reporting, member document requests, payoff requests, lien releases, verification of deposits, verification of mortgage.
Maintain and updates policies and procedures to ensure accuracy, consistency, and regulatory alignment.
Partner with the Compliance Department to ensure compliance with all applicable laws, regulations, and internal controls; implement procedural or documentation changes as needed.
Collaborate directly with Vice President of Support Services to evaluate operational processes and recommend improvements that increase efficiency, and accuracy.
Collaborate with other departments to ensure testing of new products and programs is complete for department.
Performs additional duties and responsibilities consistent with the position and organizational needs.
Positions directly supervised:
Support Services Staff
Specific knowledge, skills, and abilities required for this position
Knowledge of credit union operations, policies, products and services is a plus.
Working knowledge of project management software.
Ability to create team environment in all assigned projects.
Understanding of both waterfall and agile project management principals.
Education Education:
Bachelor’s Degree in Business or related field or equivalent in a combination of relevant operational experience and credit union experience.
Experience Experience:
Experience leading multiple cross functional teams and senior level staff.
Physical Activities and Requirements of this Position DESCRIPTION
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Grasping
Using fingers and palm on an object.
Talking
Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Repetitive Motions
Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Hearing
Able to hear average or normal conversations and receive ordinary information.
Average Visual Abilities
Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Sedentary Work
Sitting part of the time. Exerts up to 10 lbs. of force occasionally.
Working Conditions of this Position DESCRIPTION
Few. No hazardous or significantly unpleasant conditions except during construction wearing a hard hat is required.
Mental Activities and Requirements of this Position Reasoning Ability:
The ability to use common sense or logic.
DESCRIPTION
Detailed
Ability to apply common sense understanding to carry out detailed instructions and to deal with problems involving many variables.
Mathematical Ability:
Basic
Ability to perform basic math skills including adding, subtracting, multiplying, and dividing two digit numbers; operations with units such as inch, foot, yard; ounce, pound (or their metric counterparts), and square footage; ability to understand appraisals, compute rent rates and lease expiration times.
Language Ability:
The level of ability required to communicate and understand written and oral language.
Typical
Ability to use passive vocabulary of 5,000-6,000 words; read at a moderate rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary. Ability to read, analyze and interpret general business periodicals, professional journals, correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, guests, vendors and the general public.
Compliance Requirement The responsibilities contained within this job description remains compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position.
Disclaimer The information in this job 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, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.
Equal Opportunity Employer Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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