RMA Online Support Supervisor

Job Description and Requirements

Ensure exceptional service is provided to non-members, branches and internal departments through multiple communication channels, Conduct coaching and development sessions with representatives to identify opportunities in product education, member experience and employee growth. Assist the department Manager with daily activities, ensuring efficient and effective department operations, oversee internal operating policies and procedures while remaining compliant with applicable laws/regulations and internal policies/procedures. Assists the department Manager with testing, developing enhancements and resolving defects with the New Member Console products. In the absence of Management be responsible for overall operations of team. Conduct all duties in a manner intended to enhance the brand and contribute to the growth of the Credit Union.

The RMA Online Support Supervisor will have the ability to work from home after a period of training and performance evaluations (time frame may vary). Training will take place at the RBFCU Administrative Service Center (main campus): 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233.

Applicants who work from home must reside within the State of Texas and have the capability of performing all of the work from their home in Texas.

Essential Functions and Responsibilities:

• Oversee all new membership online and ensure quality service is being provided by phone, e-mail, secured message or chat to current and potential members.

• Maintain overriding authority to supervise and assist employees with member and departmental related escalations or resolutions.

• Manages all HR related items from approving and authorizing time cards, assigning training to personnel to ensure all hold expected knowledge, and personnel issues by providing coaching, counseling and/or documentation to maintain accountability of employees.

• Participate in project collaboration, strategy review and trend identification to provide  improvement suggestions, scope creation and implementation for safety and benefit of the organization.

• Work directly with other internal departments, branches and vendors to build and maintain strong departmental and branch relationships.

• Review, address and report productivity and efficiency levels by analyzing department KPIs and ensuring achievement of goals.

• Maintain the team morale and culture through team and individual recognition, identifying opportunities for promotion, and creating events to support employees' morale and team cohesion.

• Perform account and member related audits to updates on personal, non-personal and specialized accounts, and certificates to ensure compliance and accuracy according to applicable to regulatory laws.

• Responsible for in-person and virtual presentations related to ongoing projects, daily operations and or other topics to senior management and other departments.

Requirements:

• HS Diploma/GED

• Minimum five years of financial institution experience and/or five years of customer service experience

• Minimum three years Supervisor/Management experience

• Must have good organizational, communication, and interpersonal skills, along with the ability to multi task and manage time effectively with close attention to detail

• Accept ownership and adapt to needs of department

• Self-initiate and apply logic to problem solve with few concrete variables

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form

• Ability to deal with problems involving several concrete variables in standardized situations

• Must be able to work a flexible Monday through Saturday schedule

• Good attendance and promptness are pertinent

• Availability to travel for ongoing leadership growth

• Knowledge of all Microsoft applications

Preferred:

• Bilingual (English/Spanish)

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.