What are the responsibilities and job description for the Retail Support Specialist position at WeStreet Federal Credit Union?
PRIMARY RESPONSIBILITIES (@ 60% of the time)
- Serve as an operational reference to branch staff virtually by providing direction and assistance in resolving member problems and reducing risk.
- Provide approval and operational guidance to the Care Center teams by participating in the support chat.
- Be the process owner for transaction approval. Evaluate for ongoing efficiency and reduction of wait times.
- Serve as the team lead for documenting processes and procedures as well as ongoing system management and maintenance.
- Compile and distribute weekly retail communications newsletter with a focus on operations, change management, and skill development.
- Support the production of weekly, monthly, and quarterly reporting compiled and distributed from the retail operations team.
- Work with retail leadership to create efficiency and reduce risk through process implementation.
ADDITIONAL RESPONSIBILITIES (@ 40% of the time)
- Provide an elevated level of IRA and Trust guidance support to the Retail team.
- Support fraud monitoring, guidance, and decision making in collaboration with retail, risk, and payments teams.
- Provide guidance and support for systems pertaining to operations for Care Center and branch teams.
- Assist Care Center Managers with quality assurance call reviews.
- Partner with teams across the Credit Union on different projects and strategic initiatives.
- Assist Regional Operations Manager with system testing, updates, and maintenance.
- Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with privacy act directives.
- Perform other duties as assigned and be available to work hours as requested.