Responsible for providing day-to-day member service excellence and ensuring member expectations are met for the Digital Service Center. Under the direction of the designated manager is responsible for the oversight of the branch operations, daily coordination and administration of credit union operations. Supports growth efforts, helping to create an unbeatable service experience while meeting Digital Service Center and Corporate objectives. Performs a wide variety of complex duties related to the handling of member transactions.

• Responsible for and participates as necessary in branch audit functions, and prepares reports as needed, including but not limited to various branch certifications, fraud control, reconciliations, negotiable control, and monthly/quarterly audits.
• Works closely with teammates to ensure that operational standards are met, and that operational issues are escalated and resolved in timely manner.
• Mentors branch staff, and provides hands on training and development to ensure new and existing staff have the requisite knowledge and skills. Provides coaching to aid with increasing understanding and ensure consistent application of policies and procedures.
• At the direction of the Retail Network Management, reviews records and reports to insure completeness, accuracy, and timeliness.
• Offers guidance and instructs branch operations staff in their daily functions, including assisting with scheduling, assigning work, coordinating activities, answering questions, solving problems, helping with complex transactions and explaining policies and procedures to tellers and members.
• Responsible for credit union operations, including opening, closing, and/or operating the branch on an occasional basis, in absence of on-site management.
• Approves transactions and authorizes fee reversals in accordance with established authority levels.
• Operates a cash drawer when needed, and processes cash and check deposits, withdrawal requests, loan payments, and general ledger transactions in accordance to credit union policies and procedures.Protects the credit union member assets by identifying all members when transacting business and giving information, adhering to security practices.Solves member inquiries and/or complaints, consistently providing a high level of member service and leading by example. Provides an unbeatable service experience, including solving member issues and complaints, and assisting team members in mediating member situations.
• Establishes and opens new memberships, including checking and savings accounts, term accounts, IRAs, online banking, trust accounts, insurance products and loans.Remains up-to-date and knowledgeable on credit union products, services, and related policies, procedures, rules and regulations.Adhere to company policy and procedure, complete annual compliance training, comply with business continuity and vendor management policy. These are crucial to the success of the organization and have regulatory compliance and/or safety and soundness for the sustainability of the credit union.Comply with all Anti Money Laundering laws such as the Bank Secrecy Act, OFAC and USA PATRIOT Act and all related policies and procedures including accurate completion of CTR screens and alerts, member due diligence, accurate OFAC match processing, proper identification of individuals in alignment with the Member/Customer Identification Program, and reporting of unusual activity.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES
Position will require some supervisory responsibilities with prior approval from AVP, Retail Delivery or VP, Retail Innovation & Experience in the absence of a manager. This may include opening/closing procedures as well as override authority within assigned limits. May provide direction, coaching employees and managing of the Digital Service Center in the absence of a Digital service Center Lead or other designated manager.

EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED); and minimum of three years in retail and/or related experience required. Five years in a similar role preferred and/or equivalent combination of education and experience. Financial experience is preferred.

TECHNOLOGY PROFICIENCY To perform this job, the employee must possess applicable technology skills and demonstrated expertise. Ability to use loan origination systems, contact management software, and other Microsoft Office application products, as well as the ability to learn new applications quickly. Requires general knowledge of computer network and database use.

OTHER QUALIFICATIONS To perform this job, the employee must possess strong interpersonal skills, good phone and e-mail etiquette, a professional presentation, and a high degree of personal initiative. Must be able to work branch operational hours to include weekends, and to work occasional nights or weekends.

BluPeak Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Employment may be contingent upon BluPeak Credit Unions receipt of an acceptable and job-related background check, drug screen, credit check and vaccine verification, as applicable and permissible by law. BluPeak Credit Union is committed to the safety and wellbeing of our employees and their families; our members and visitors; and the community at large. In accordance with our duty to provide and maintain a workplace that is free of known hazards, we are requiring that employees must have received or be willing to receive the COVID-19 vaccine. BluPeak Credit Union continues to monitor the pandemic following CDC guidelines, federal state and local laws. Policies continue to be adjusted as new information emerges.

BluPeak Credit Union is committed to working and provide reasonable accommodation to applicants with physical, mental disabilities and sincerely held religious beliefs. For more information, contact Human Resources.

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