What are the responsibilities and job description for the Support Specialist-Retail Services position at Notre Dame Federal Credit Union?
Brief Description
PRIMARY FUNCTION:
The Support Specialist – Retail Services (SSRS) is responsible for the smooth and efficient operations of retail services across the credit union. Supporting the EVP of Markets & Growth, the VP of Retail Sales, and Regional VPs within the retail network, the SSRS will ensure that systems, processes, and procedures are developed, expanded on, and shared across the national retail network. Key skills include but are not limited to: Communication (written and oral), Microsoft Excel, time management, innovation, and leadership.
ESSENTIAL DUTIES & RESPONSIBILITIES:
This position must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of Notre Dame Federal Credit Union in a positive manner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties identified below are the essential functions of the position and other duties may be assigned.
No direct supervisory responsibilities.
Requirements
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
The ability to read and comprehend complex instructions, correspondence, and memos is needed. Also, the ability to understand and compile reports using graphs, industry related language and formulas is required. Must be able to effectively present information one-on-one with members. The ability to understand existing and proposed government regulations is necessary.
PERFORMANCE STANDARDS:
The SSRS must have the ability to follow instructions and perform a wide spectrum of tasks often within short time periods. A professional and respectful attitude towards fellow partners and members of the Credit Union is essential to ensure the objectives of the retail sales and service function are attained. Professional appearance as well as the ability to effectively communicate with members and fellow partners is required.
MATHEMATICAL SKILLS:
The ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals plus compute rate, ratio, and percent is required.
OTHER SKILLS & ABILITIES:
The ability to operate customary office machines such as photocopier, fax, printer, and adding machine is necessary. Personal computer skills including word-processing, spreadsheet, and database programs are necessary.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by a partner to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The ability to travel between markets – including by car and airplane is essential for this job.
While performing the duties of this job, the partner is regularly required to use hands to finger, handle or feel objects, and talk and hear. The partner frequently is required to walk and sit. The partner is occasionally required to stand, reach with hands and arms and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus. The partner must occasionally lift and/or move up to15 pounds.
MENTAL DEMANDS:
The partner is frequently required to use alertness, precision, resourcefulness, problem solving, numeric, persuasiveness, auditory perception, memory, creativity, concentration, judgment, writing ability, reading ability, reasoning, imagination, initiative, patience, visual perception, comparing and analyzing.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those a partner encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate. The ability to travel between markets – including by car and airplane is essential for this job.
REGULATORY COMPLIANCE & CONFIDENTIALITY:
Follows regulatory and policy compliance requirements, which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, and other compliance related Policies. Also, this position requires maintaining confidentiality with regard to non-public information about our members and Notre Dame Federal Credit Union.
Summary
Notre Dame Federal Credit Union humbly began in 1941 as a conversation between two professors from the University of Notre Dame. Now, over 75 years later, we have grown into a national, award-winning financial institution serving over 56,000 members worldwide. We consider our partners (employees) to be one of our greatest assets to this success. We strive to make great things happen for our members and partners by changing one life every day. If you share that same passion for making an impact on someone’s life, you should apply to join the Notre Dame FCU family.
PRIMARY FUNCTION:
The Support Specialist – Retail Services (SSRS) is responsible for the smooth and efficient operations of retail services across the credit union. Supporting the EVP of Markets & Growth, the VP of Retail Sales, and Regional VPs within the retail network, the SSRS will ensure that systems, processes, and procedures are developed, expanded on, and shared across the national retail network. Key skills include but are not limited to: Communication (written and oral), Microsoft Excel, time management, innovation, and leadership.
ESSENTIAL DUTIES & RESPONSIBILITIES:
This position must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of Notre Dame Federal Credit Union in a positive manner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties identified below are the essential functions of the position and other duties may be assigned.
- Develop and maintain all new and existing retail board reports for inclusion in the monthly board packet.
- Develop reports for executive leadership to evaluate the effectiveness of all member engagement channels.
- Verify all retail cross-sales and submit those cross-sales for payment.
- Work with all vendors that support the retail sales process.
- In partnership with the VP of Business Intelligence, develop, validate, and distribute call lists to partners in the retail network.
- Provide weekly reports to the EVP of Markets and Growth detailing changes in retail loans, deposits, membership, and ancillary product sales.
- In partnership with Regional VPs of Retail and Sales, develop and implement a retail partner journey map.
- In partnership with Regional VPs, Market Presidents, and others, develop and maintain incentive plans for all appropriate positions. Ensure that all incentive plans are approved by the BOD.
- In partnership with the VP of Sales, develop and maintain a quality control plan for outbound sales efforts.
- Identified opportunities for process improvement in sales support workflows and campaign execution.
- Participated in system upgrades and testing to validate performance and functionality for retail operations.
- Review and recommend improvements to products, services, and/or procedures.
- In partnership with the SVP of Marketing, ensure that all Retail Partners are informed, and educating members regarding all promotions in effect at the credit union.
- Plan all branch huddles and meetings for the EVP of Markets & Growth, Regional VPs, and the VP of Shamrock Center.
- Ensure accurate job descriptions for all positions within the retail network are developed and updated.
- Responsible for adherence to Credit Union policies and procedures.
No direct supervisory responsibilities.
Requirements
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
- At least 2 years of credit union experience is required.
- A college degree in business or applicable major is required.
The ability to read and comprehend complex instructions, correspondence, and memos is needed. Also, the ability to understand and compile reports using graphs, industry related language and formulas is required. Must be able to effectively present information one-on-one with members. The ability to understand existing and proposed government regulations is necessary.
PERFORMANCE STANDARDS:
The SSRS must have the ability to follow instructions and perform a wide spectrum of tasks often within short time periods. A professional and respectful attitude towards fellow partners and members of the Credit Union is essential to ensure the objectives of the retail sales and service function are attained. Professional appearance as well as the ability to effectively communicate with members and fellow partners is required.
MATHEMATICAL SKILLS:
The ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals plus compute rate, ratio, and percent is required.
OTHER SKILLS & ABILITIES:
The ability to operate customary office machines such as photocopier, fax, printer, and adding machine is necessary. Personal computer skills including word-processing, spreadsheet, and database programs are necessary.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by a partner to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The ability to travel between markets – including by car and airplane is essential for this job.
While performing the duties of this job, the partner is regularly required to use hands to finger, handle or feel objects, and talk and hear. The partner frequently is required to walk and sit. The partner is occasionally required to stand, reach with hands and arms and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus. The partner must occasionally lift and/or move up to15 pounds.
MENTAL DEMANDS:
The partner is frequently required to use alertness, precision, resourcefulness, problem solving, numeric, persuasiveness, auditory perception, memory, creativity, concentration, judgment, writing ability, reading ability, reasoning, imagination, initiative, patience, visual perception, comparing and analyzing.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those a partner encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate. The ability to travel between markets – including by car and airplane is essential for this job.
REGULATORY COMPLIANCE & CONFIDENTIALITY:
Follows regulatory and policy compliance requirements, which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, and other compliance related Policies. Also, this position requires maintaining confidentiality with regard to non-public information about our members and Notre Dame Federal Credit Union.
Summary
Notre Dame Federal Credit Union humbly began in 1941 as a conversation between two professors from the University of Notre Dame. Now, over 75 years later, we have grown into a national, award-winning financial institution serving over 56,000 members worldwide. We consider our partners (employees) to be one of our greatest assets to this success. We strive to make great things happen for our members and partners by changing one life every day. If you share that same passion for making an impact on someone’s life, you should apply to join the Notre Dame FCU family.