Retail Operations Field Specialist

Why Westerra? 

Here at Westerra Credit Union, every employee counts. Our teams are composed of high-performing individuals committed to being HONORABLE, INVENTIVE, and CURIOUS, which makes them GREAT! Our team members show up every day authentically being themselves and our diversity, equity, inclusion and belonging (DEIB) focus is a critical pillar of our organization. We want you to feel comfortable being YOU.

All of our team members are working towards the same purpose - to teach one another to prosper. We strive to be a modern financial community where we all truly belong, both in the eyes of our employees and the members that we serve. We can't wait to see how you will contribute to this purpose, positively and intentionally, by impacting our members’ lives through personal attention, financial education, community engagement and much more. This is true regardless of your role, as we are all member-facing. Founded by schoolteachers in 1934, we are a learning organization at our core and embed a growth mindset in our employees so that we all prosper! 

What is the role?

The Retail Operations Field Specialist is responsible for ensuring operational excellence, monitoring branch performance for operational consistency, process adherence and procedural accuracy. The goal of this position is to assist in creating a positive and stimulating environment to improve processes and procedure, provide on-site branch operational assistance, provide project support, provide reception desk support and assist branch staff in delivering world class experiences. Work with cross departmental stakeholders in the completion of organizational projects, department specific initiatives, training and development, system design and testing, process and procedure development, problem resolution and department specific planning.

What will be expected of me?

• Serves as a focal point for communication to and from the branches in areas that include, but are not limited to: operational effectiveness, controls, compliance, risk management, transactional processes and member experience as it relates to process and operations.
• Support branches in meeting performance objectives via onsite branch support, training and development and coaching to current processes. 
• Collaborates with Branch Managers to enhance the overall member satisfaction and member experience in the branches, including implementation of strategies to increase member loyalty.
• Completion of all branch control audits to include individual cash positions, vault, Efficient Cash Recyclers (ECR) and control logs. 
• Monitor and review all operational reports to ensure operational excellence.
• Supports in the resolution of outstanding branch errors to include, but not limited to: paperwork errors, cash differences and training deficiencies. 
• Monitor branch security to ensure compliance with defined published processes and procedures.
• Assist in ordering and reviewing branch and ATM cash orders.
• Conduct branch safety and security audits and serve as a key contact for escalated safety and security matters. 
• Cover the reception desk as scheduled, and complete mail acceptance and internal delivery, check in visitors and vendors into the building, issue temporary access badges as needed, conduct exterior perimeter security walks and act as floor safety specialist for the building in the case of building evacuation.
• Other duties as assigned.

What am I bringing?

Experience/Education:

• 2+ years of experience with physical branch banking; 
• Or 2+ years of physical security program oversight

Skills and Abilities:

• Must maintain high-level of confidentiality.

• Excellent member service skills.
• Exhibits strong verbal and written communication skills.
• Ability to learn, retain and demonstrate that learning on the job.
• Basic understanding of branch audit control.
• Basic understanding of safety and security principles, preferably in a branch banking environment.

• Ability to address a variety  of safety and security situations that are typically of a routine nature, but may occasionally require interpretation or deviation from standard procedures to arrive at the best resolution. 

• Support branch procedure adherence.

• Detail oriented with strong organizational and time management skills .

• Requires the ability to plan, organize and prioritize.

What is the work environment like, and are there physical requirements for this role?

• Office environment
• Works primarily at desk
• Regional travel required - up to 60% of the time and up to 30 miles (for mileage reimbursement purposes, your home location will be Cherry Creek). 
• Ability to lift, push and pull up to 25 pounds.                       

Salary: in addition to the starting hourly rate of $20.10 - $25, this role is also be eligible for Westerra’s self-funding reward plan. This plan pays out a cash incentive annually if the company hits specific criteria tied to our financial goals and you will have a direct impact on the outcome of those results!

What are some of our benefit offerings? 

• Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
• Two dental plans through Delta Dental
• Basic life and AD&D insurance, short-term disability and long-term disability
• 20+ days of paid time off (PTO) per year
• Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
• 16 hours of volunteer time off (VTO) per year 
• 11+ paid holidays
• 401(k) that includes up to 6% match
• Up to $5250 per year for educational reimbursement
• 2 weeks of paid parental leave
• Mental health resources including an Employee Assistance Program (EAP)
• Home office reimbursement for hybrid/remote roles
• Individualized learning and development programs