TITLE: SUPERVISOR - BUSINESS ACCOUNT AND LOAN SERVICING
STATUS: EXEMPT
REPORT TO: MANAGER - BUSINESS ACCOUNT AND LOAN SERVICING
DEPARTMENT: BUSINESS MEMBER SUPPORT
JOB CODE: 11633 PAY SCALE: $92,300.00 - $95,000.00 ANNUALLY GENERAL DESCRIPTION: The role of the Business Account and Loan Servicing Supervisor involves supervising the Business Member Support Team to align with corporate strategic objectives aimed at establishing the company as a leading financial service provider for small businesses and organizations. This involves overseeing day-to-day operations, implementing innovative initiatives, conducting risk analysis, and monitoring, and fostering team development and motivation. The team will be the primary point of contact for business members, responding promptly to inquiries, resolving issues, and providing ongoing support and guidance. In addition to supervising daily operations, a pivotal role will be focused on training and managing the team to ensure the delivery of exceptional member service and meeting performance targets. The Supervisor ensures team productivity, cultivates a member-centric environment, and supports the Manager of Business Account and Loan Servicing across all departmental functions and performance areas. There are four objectives as a leader at Golden 1 Credit Union:
- Elevate to a High-Performing Team - Manage, develop, coach talent
- Own the Risk - Own the risk of the processes within role mandate
- Execute Flawless and Efficient Processes - Be the owner of the processes including all requirements, systems, execution outcomes, member experience, metrics, reporting and communication
- Cultivate Peer Relationships
TASKS, DUTIES, FUNCTIONS: - Promote a culture of member excellence, teamwork, and continuous improvement within the BMS team. Recognize and celebrate achievements, share success stories, and encourage and empower staff.
- Assist with escalated complex matter to ensure member satisfaction.
- Supervise the Business Member Support Team to ensure alignment with corporate strategic objectives focused on establishing the company as a premier financial service provider for small businesses and organizations.
- Oversee day-to-day operations of the Business Member Support Team, including assigning tasks, managing workflows, and ensuring timely completion of document review processes. Responsible for disciplinary actions, training new employees, as well as ongoing training of established employees.
- Implement innovative initiatives within the team to enhance efficiency, accuracy, and effectiveness in serving Business members.
- Conduct risk analysis and monitoring to identify potential areas of concern and implement appropriate mitigation strategies.
- Foster team development and motivation by providing guidance, coaching, and training to team members to enhance their skills and capabilities.
- Monitor and evaluate team performance metrics, including call quality, customer satisfaction, and productivity, and provide feedback and coaching to drive continuous improvement.
- Focus on providing a seamless onboarding experience for new Golden 1 Business members, ensuring their needs are met and expectations are exceeded.
- Ensure team productivity by setting clear performance expectations, monitoring performance metrics, and providing regular feedback and recognition.
- Cultivate a member-centric environment within the team, emphasizing the importance of delivering exceptional service and building strong relationships with business members.
- Support the Department Manager across all departmental functions and performance areas, assisting with strategic planning, goal setting, and performance evaluation.
- A digital leader who is collaborative, and adaptable. Drive digital transformation within the organization by embracing innovation, taking risks, and empowering their team to drive positive change.
- Provide visionary leadership and strategic guidance to the team, drawing from experience and knowledge. Develop and communicate a sharp vision, mission, and objectives for the team to ensure alignment with organizational goals. Provide insights and recommendations based on a comprehensive understanding of financial dynamics.
- Leverage various communication mediums to share insights, updates, and strategic direction. Foster transparency in financial reporting and decision-making processes. Foster a positive, inclusive, and engaging work environment by promoting skill development, coaching for improvement and growth, inspiring others through words and actions and encouraging positive employee morale by living out our Mission, Vision, and Core Values.
- Foster collaboration both within the team and across different departments or teams within the organization. Collaborate with cross-functional teams to align financial strategies with broader organizational goals. Provide financial expertise to support decision-making across departments. Foster mentorship and guidance to team members, nurturing their professional growth and development. Identify opportunities for training and skill enhancement to ensure the team remains at the forefront of industry trends. Provide additional support throughout the department and perform other tasks and duties as assigned.
- Empower team members and foster professional growth through ongoing development initiatives.
- Monitoring and reporting of the member Data Changes are completed monthly per policy. Review the Data Change training module and update as necessary on an annual basis.
- Oversees all escalated deposit account while maintaining exception approval authority limits. Identify, investigate, and resolve member and employee concerns in a timely manner. Communicate and interact with other Golden 1 departments and branches to assist with error resolution and information exchange.
- Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: 1. Proficient in using relevant computer applications and software.
2. Ability to analyze situations, identify issues, and implement effective solutions.
3. Familiarity with industry trends and an initiative-taking approach to process improvement.
5. Effective oral and written communication skills required to interact with credit union staff and management and to achieve positive outcomes.
ORGANIZATIONAL CONTACTS & RELATIONSHIPS: - INTERNAL: Regularly engage in verbal and written communication with various departments, including ACH departments, Wire Department, BMS department, Business Relationship Officer, Commercial Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, Learning and Development, and Digital Team. Internal discussions primarily revolve around research topics.
- EXTERNAL: Interact vendors and contractors
QUALIFICATIONS: - EDUCATION: Bachelor's degree in business or a related field preferred. Directly related experience may be considered in lieu of education.
- EXPERIENCE: Six years of progressive leadership roles. Business Banking Account and Loan Serving experience within a financial institution Leadership extensive experience in team management and leadership roles. Successful track record of navigating through complex challenges, inspire high performance, and drive sustainable success.
- KNOWLEDGE / SKILLS:
- Proficiency in Business Banking
- Proactive attitude
- Advanced problem-solving skills and timely responses.
- Possess an advanced ability to navigate and resolve conflicts with discretion and professionalism, particularly in emotionally challenging situations.
- Advance in using systems, databases, and other relevant technologies.
- Independent self- motivated worker who takes initiative without need of supervision.
- Highly flexible and adaptable to sudden changes in the work environment.
- Analyze situations and make critical informed decisions that support our strategic objectives.
PHYSICAL REQUIREMENTS: - Prolonged sitting throughout the workday with occasional mobility required.
- Corrected vision within the normal range.
- Hearing within normal range. A device to enhance hearing will be provided if needed.
- Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
- Extensive PC data entry and processing throughout the workday
LICENSES / CERTIFICATIONS: N/A
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THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES. REV. 2/07/2025
