Assistant Manager, Business Services & Support

Under the direction of the Manager, Business Services & Support, plans, organizes, integrates, manages, and evaluates the day-to-day activities of the Credit Union’s Business Services & Support department. Responsible for driving strategy and leading a highly effective team in the development, maintenance, and sales of business products. Collaborates with leaders across the organization focusing on multiple lines of business, functions as a thought partner to drive product strategy, leverage innovative approaches to solve complex problems and utilizes a strong lens for setting priorities.

• Assists in planning, organizing, evaluating, and managing the work of staff within the department; utilizes resources effectively; implements plans, programs and work processes and procedures necessary to achieve desired results while controlling departmental expenses, financial losses, and cost of implementation.
• Assists with establishing and administering performance measurements (KPI’s) and objectives for staff; monitors and evaluates their performance; provides coaching and development opportunities; finds ways to recognize performance; addresses performance deficiencies and takes disciplinary action, if warranted, in accordance with Credit Union’s policies and procedures.
• Provides leadership and collaborates with staff to develop and retain highly competent, sales and member service-oriented staff through training and day-to-day management practices that support the Credit Union’s strategic goals and achieve desired results.
• Supports professional development of the Business Services team to maximize their full potential and deliver results.
• Assists management with creating a culture of continuous improvement by identifying and supporting process improvement opportunities and providing recommendations to help drive efficiencies, profitability, and expense savings.
• Maintains current knowledge of compliance with up-to-date regulatory requirements and collaborates with the Manager to facilitate all Business Service internal and external audits.
• Partners with manager to ensure adherence to regulations and policies through identifying and mitigating compliance risks. Includes conducting departmental audits and investigations, implementing compliance training, monitor and reporting on issues, responding and resolving member complaints and collaborating with the FRB and Compliance department to ensure proper department compliance.
• Implements processes for the daily operations related to generating new business products such as merchant services, cash management, business accounts, and small business loans to ensure quality assurance for all products and services generated in Business Services and the Credit Union.
• Participates in research, development, and implementation of new business products and services ensuring members have products and services to meet the needs of their business operations.
• Collaborates and effectively manages relationships with other internal departments, as well as with external vendors, consultants, and regulatory authorities to create solutions and implement credit union wide initiatives.
• Assists with ensuring testing for all systems utilized by the department is completed, including review of release documentation, testing, and recommendation to load into production
• Responsible for executing the writing, reviewing, and updating Business Services procedures, policies, and manuals. Ensures up to date accuracy to be utilized departmentally and Credit Union wide.
• Promotes the Credit Union by participating in community involvement and special events.

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

• Ensure all internal and external customer service practices and processes are carried out and meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Apply advanced level of knowledge and experience in business products and services to advise and assist members and branch staff with business accounts.
• Must be knowledgeable of business types and structures, i.e. corporations, LLC’s, partnerships, sole proprietors etc, in evaluating business related documents and ensuring regulatory compliance.
• Ability to analyze data on business accounts with research to comply with BSA & US Patriot Act and to ensure appropriate risk monitors.
• Plan, organize and direct the day-to-day activities of the department.
• Provide guidance in the resolution of complex problems utilizing advanced knowledge and experience within areas of responsibility.
• Lead and model RISE values and Code of Ethics through daily interactions and conduct.
• Promote and foster excellent member service and teamwork throughout department.
• Communicate in a professional manner and deliver information clearly and effectively to staff. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.