Credit Union:

iQ Credit Union

Region:

Vancouver, WA

Closing:

8/24/2024

Learn More

Job Description:

Essential Duties

  • Partner with the VP, Member Support and other Member Support leadership in providing oversight to the department. Ensure the department is running efficiently and member service standards are consistently met. Monitor call volume and service levels.
  • Maintain an excellent knowledge of the features and benefits of Credit Union services and of selling skills.  Employ both to successfully cross-sell Credit Union services when assisting members in any capacity.
  • Assist staff with member inquiries, problems and balancing as needed and ensure that any account errors or problems are resolved.
  • Assist VP, Member Support in the hiring of personnel in work area and ensure they are trained in all phases of their work assignment. Monitor job performance to ensure quality work and service to members.
  • Ensure staff follow documentation processes. Conduct quality checks to ensure adherence.
  • Ensure proper security protocols are followed as applicable to the Member Support department operations and that member information is always kept safe.
  • Assists in preparing weekly schedules and maintain an effective staffing plan to maximize phone coverage and meet service levels. Respond to changing call trends to minimize call wait times.
  • Maintain tracking reports as directed by the VP, Member Support.
  • Lead, coach and manage the operations of direct reports to meet performance objectives.  Provide timely feedback, praise, and encouragement.
  • Responsible for effective resolution and documentation of consumer complaints.
  • Maintain a thorough knowledge of regulations, Credit Union policy, procedures and documentation related to Credit Union products and services.
  • Responsible for completing and documenting performance appraisals and coaching sessions in a timely manner.
  • Promote exceptional performance; enhance service, manage staffing levels and turnover, address underperforming employees; provide timely feedback and effective solutions.
  • Support an environment of growth to ensure complete member satisfaction and employee retention.
  • Lead activities and meetings to achieve specific detailed and measurable service and sales goals, and to ensure staff are current on procedural changes and expectations.
  • Create and implement the appropriate service and sales environment within the department based on the Operating Principles of the Credit Union and our Service Level Agreement.
  • Demonstrate strong regulatory knowledge applicable to this position and understand and comply with government regulations with particular emphasis on the Bank Secrecy Act (BSA), US Patriot Act and related regulations.
  • Actively participate and fulfill expectations in the Credit Union Email Security Awareness Program as outlined in the Information Security Program Acknowledgement document.

Knowledge and Skills:

Experience:
One to three years similar or related experience.

Education:
A high school education or GED.

Additional Details: 

Location: Vancouver Mall Branch 7017 NE Vancouver Mall Drive
Vancouver, WA 98661 and the 192nd Branch 19200 SE 31st St,
Vancouver, WA 98607.

Position Type: Full-time, 40 hours per week. On-site for first 90 days and then potential to become hybrid.

Bilingual skills highly desired.

iQ offers a total compensation package for our totally exceptional employees.

There’s a reason we’ve ranked as one of top workplaces in the Pacific Northwest for the past seven years. We listen to our employees and continue to provide benefits that make a difference.

Healthcare coverage

• iQ pays 100% monthly medical, dental and vision premium for you AND your dependent children.

Saving for retirement

• iQ matches up to 5.5% of your 401(k) retirement dollars.

Paid time off

• iQ offers 11 paid holidays plus vacation and sick time accruals.
• iQ encourages community involvement through paid volunteer opportunities.
• iQ uniquely offers a paid Cultural Enrichment Day to increase awareness of the diverse communities we serve.

Investing in you

• iQ offers a student loan repayment match up to $100 per month.
• iQ supports you in advancing your education and knowledge through tuition reimbursement.
• iQ offers an annual match to amplify your nonprofit giving.

iQ Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.