Credit Union - Electronic Services Lead (Operations) - Partnership Financial Credit Union

Are you looking to work for a fun, fast paced, hardworking, learning setting with great people in a team orientated environment?

If you are interested in helping people achieve their financial goals and making a difference in the lives of others, a credit union is a place for you. Credit unions are a great place to work as we are focused on our mission of "people helping people". Working at a credit union is fun, fulfilling and best of all, we get to make a difference in our members' lives.

At Partnership Financial Credit Union (PFCU) we have a full time position available that could be a great fit for you. If you have a knack for a fast-paced, get-it-done workplace, a passion for helping people, and enjoy working and collaborating with others, then you may want to join our team!

When you work for PFCU, you are both an employee and a member of a credit union. This means we care about your well-being just as we do our members, and you'll get to enjoy all the benefits a credit union has to offer too!

Sound enticing? Let me tell you a little bit about PFCU. First, let's talk about what a credit union is and how we are different from a bank. Credit unions are not-for-profit organizations that exist to serve their members. Like banks, credit unions accept deposits, make loans and provide a wide array of other financial services. As a member-owned and cooperative institution, a credit union provides a safe and sound place to save and borrow at reasonable rates with your best interest at heart.

With origins dating back to the 1950's, PFCU is a member-owned financial institution with offices in Morton Grove, Barrington, Des Plaines, Evanston, and Franklin Park. We remain dedicated to maintaining close, personable relationships with our members while delivering the best possible products and services. Along with CEO Mary Ann Pusateri' s long tenure of over 35 years, PFCU has many team members with over 20 years of service. Learn more about PFCU at www.mypfcu.org.

We strive to help our members achieve their financial goals. Because we're not a bank, we don't drive up profits. Instead, we focus on driving up member satisfaction through our, low loan rates, high deposit rates and low or no fee products and services.

We are looking for a Full Time Operations Lead to join our team in Des Plaines!

If you are interested and would like more information, please see below to read a full description of duties and requirements.

Summary

The Operations Lead is responsible for providing support to the Operations team while overseeing exemplary member service within all channels. S/he will provide support to the Operations Manager. S/he leads the Electronic Services Coordinator and the Operations Coordinator. The Operations Lead will become the Subject Matter Expert in operations, member service, debit, credit, and electronic services. Interacts with staff as needed to resolve member issues. The Lead will consistently build and broaden relationships and enhance the member experience by providing prompt, efficient, confidential, and accurate service in a friendly, positive, and professional manner.

The Operations Lead will report to the Operations Manager and may receive guidance from other PFCU management. S/he acts in accordance with established policies, procedures, and regulations, and accurately aids both internal and external members.

Key Responsibilities

1. Oversees the Operations team in the absence of the Operations Manager.
2. Interacts, communicates, and assists members by providing prompt, efficient and accurate service in a professional and friendly manner. Follows guidelines on established limits for transaction processing.
3. Handle member escalations along with the Operations Manager.
4. Works with the Operations Manager to ensure that the General Ledger account on the CU's financial reports are reviewed daily and are in balance.
5. Ability to back up the Operations Manager in the monitoring and processing of dormant accounts.
6. Reviews and verifies that all daily back-office duties are completed in a timely and accurate manner.
7. Will work with the Operation Coordinator and the Electronics Services Coordinator while overseeing the daily workflow of back office to ensure efficiency and delivery of quality member service.
   • Electronic Services Coordinator is responsible of the oversight, and management of all operations associated with the business processes of electronic funds transfers including but not limited to wire transfer, direct deposits, transaction payment processing, payroll deductions, ACH transfers, bill pay, plastic card and ATM processing.
   • Operations Coordinator is responsible for the oversight of the operations associated with the processing of paper payrolls, member inquiry via our core as well as audio and online Cashier Check requests. This person also handles charge backs on deposit items, incoming and outgoing wires from our Corporate Account. This position is also responsible for the debit card and credit card portfolio including handling card orders, maintenance of information and fraud reporting.
8. Identifies methods to improve back-office workflow through efficiencies, communications, training and/or staffing.
9. Develops and documents standard operation procedures.
10. Responsible for learning how to handle all legal processing including but not limited to Trusts, Subpoenas, Garnishments, Levies.
11. Responsible for learning how to handle the Notice of Reclamation when received.
12. Responsible for understanding all the risk involved and the importance of timeliness.
13. Functions as a business lead and /or project manager on departmental and organization wide projects. Contributes expertise in his/her assigned area, executes deliverables, and ensures that the Team completes tasks and milestones as outlined based on the project scope, timeline, and budget.

Scope

The Operations Lead will work under minimal supervision exercising independent and sound judgement. S/He must have operational skill set, pro-active, cross functional, action orientated, self-motivated, excellent time management, highly functional, detail and goal orientated. The Operations Lead must have critical problem-solving skills as well as the ability to think outside of the box.

Essential Skills, Knowledge, and Requirements

• Bachelor's degree or equivalent job-related experience providing the necessary knowledge, skills, and abilities to successfully perform the responsibilities of the role. Prior managerial experience preferred.
• Minimum of 5 years of related experience; customer service and sales. Credit Union or Banking experience preferred. Experience in working with and assisting others in a professional setting.
• Excellent problem-solving, organizational, analytical, interpersonal, verbal, and written communication skills; ability to multi-task, well-organized, accuracy and detail orientated.
• Expert understanding of credit union or banking products and services.
• Results driven, goal and service oriented, self-motivated, and able to work independently and as part of a team. Ability to lead, coach and mentor a team. A professional demeanor, positive and willingness to advance.
• Strong decision making and time management skills and the ability to manage multiple projects/duties.
• Trustworthy with the ability to maintain the highest level of integrity; bondable.
• Proficient in Microsoft office, specifically Word, Excel and PowerPoint.
• Expert knowledge in all credit union software applications, including member application software and Corporate CU Accounts.
• Keeps abreast of current events in credit union, banking trends and technology.

Additional Information and Requirements

The Operations Lead performs a major portion of his/her duties through verbal and written communications. It is critical that s/he possess the ability to communicate with clarity, while understanding and explaining complex situations to team members and outside contacts. Accuracy is essential and s/he must possess the ability to proofread documentation and correspondence to ensure they are free of errors and fraud. S/he will spend a good portion of the day seated at a workstation, but may also be mobile throughout the credit union for purposes of meetings, working with members and others, etc. The ability to move or lift boxes and general office equipment as needed.