JOB SUMMARY:
Functions as a first level resource for branches, and as a lead resource for the Retail Support Line team with procedural and operational support. Tracks and documents training needs. Lead by example with excellent member service skills and leadership abilities. Acts as the first level resource to Retail Support Line team for questions/issues.
ESSENTIAL FUNCTIONS:
• Provides professional, high-quality service to OnPoint staff and our members.
• Helps resolve escalated situations and researches complex issues in a proficient, timely manner to include communication directly with the member.
• Acts as a SME for procedural/product changes and acts as a resource for those updates.
• Works with Retail Support Manager to organize and lead team meetings.
• Helps train team on the skills and knowledge required to successfully perform all aspects of their job.
- Helps coordinate daily work flows and team scheduling.
- Responds to escalated calls and researches complex issues and communicates directly to the member or team.
- Assists team to makes decisions within appropriate authority and factoring applicable risk.
- Reinforces OnPoint’s Service Standards by modeling desired behaviors.
- Recommends procedural changes to improve efficiency and/or improve member service.
- Reviews and helps update monthly team data.
- Performs additional duties as required by Retail Support Manager.
KNOWLEDGE, SKILLS & COMPETENCIES:
- Thorough knowledge of OnPoint products and services. Ability to quickly adopt and support frequent updates and changes.
- Ability to organize and prioritize work in a fast paced environment.
- Thorough working knowledge of OnPoint internal systems (core) and applicable software programs.
- Working knowledge of regulatory requirements and current credit union policy and procedures.
- Strong professional verbal/written communication skills.
- Ability to use positive communication techniques to effectively resolve complex situation, both orally and in written formats.
- Ability to work under limited direction.
- Leadership ability to motivate and earn the confidence of team, with positive reinforcement and encouragement.
- Ability to act as a role model for service and process standards
- Highly proficient and creative at problem resolution.
- Ability to take initiative within appropriate authority.
- Growth focused mindset.
- Ability to work well within a group and within a close working environment
MINIMUM QUALIFICATIONS:
- High school diploma or GED.
- Minimum three years financial industry experience.
- Two years branch experience preferred.
- Minimum two years of member service or applicable experience.
- Call Center experience and knowledge of electronic banking preferred
- One year experience in a leadership role preferred.
- Available to work Saturdays.
At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.
We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.
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Job Details
- Job Family
- Retail Delivery
- Pay Type
- Hourly