Retail Operations Assistant Manager
First Entertainment Credit Union
This is a Contract position in Hollywood, CA posted November 28, 2021.
Overview:
To contribute to the Credit Union’s key results by displaying personal accountability through protecting assets, reducing risk, influencing business growth, and exceeding member expectations.
- Manage tasks of the Retail Operations Department to include performing branch audits, participating in and directly managing branch and Contact Center support staff teams, and acting as liaison to the Information Technology staff with respect to digital interface capabilities for members.
- The Retail Operations Assistant Manager, monitors, coordinates and enforces all policy and procedures for the Retail Operations team.
- This position is expected to lead and develop staff and to provide management support.
- Evaluates data and statistics to minimize branch losses, increases efficiency and creates staff development programs. Provides staff coaching and development to ensure optimum operating efficiencies and managed risk.
Our employees’ hard work and dedication to our members is why we were named one of the Top 10 Credit Unions in California by Forbes. Learn more about our recognition and start a career Where Your Story Matters. (link to https://www.firstent.org/resources/come-work-with-us/careers)
At First Entertainment Credit Union (http://www.firstent.org) we believe that every story matters – that includes our members, employees, community, and those interested in joining our growing team. The Credit Union has served its members since 1967 and has grown to manage over $1.9 Billion in assets. Today, First Entertainment is the financial ally for the creators of entertainment and those who support them.
First Entertainment is a member-owned, not-for-profit, cooperative financial institution formed to permit our members to pool their savings, lend to one another, and a place where they save, borrow, and obtain related financial services.
The Credit Union seeks talented individuals who are passionate about member service and teamwork, have a deep sense of respect and integrity for co-workers and members and are also driven to pursue excellence in all that they do.
At First Entertainment Credit Union (http://www.firstent.org) we believe that every story matters – that includes our members, employees, community, and those interested in joining our growing team. The Credit Union has served its members since 1967 and has grown to manage over $1.9 Billion in assets. Today, First Entertainment is the financial ally for the creators of entertainment and those who support them.
First Entertainment is a member-owned, not-for-profit, cooperative financial institution formed to permit our members to pool their savings, lend to one another, and a place where they save, borrow, and obtain related financial services.
The Credit Union seeks talented individuals who are passionate about member service and teamwork, have a deep sense of respect and integrity for co-workers and members and are also driven to pursue excellence in all that they do.
Responsibilities:
ESSENTIAL RESPONSIBILITIES
45%
Operations
a. Identifies areas of improvement with regards to workflow processes and
policies/procedures.
b. Serves as a Membership Officer, responsible for random reviews of new memberships;
ensuring compliance with regulatory requirements and procedures are followed. Reviews
account and legal documentation for new and existing memberships and transactions.
Notifies appropriate individuals and managers when follow-up is required. Provides
coaching and guidance to staff accordingly.
c. Identifies operational training needs, develops workshop/training solutions and/or
coordinates with training department, and delivers and communicates operational
development solutions.
d. Provides guidance to the retail management team with answers and interpretation of
policy and procedures.
e. Collaborates on, and contributes to, projects which include member-facing digital channel functionality and user experience.
f. Provides training for branch staff on new digital channel functionality and ensures branch staff are fully utilizing such technology.
25%
Management
Operations
a. Identifies areas of improvement with regards to workflow processes and
policies/procedures.
b. Serves as a Membership Officer, responsible for random reviews of new memberships;
ensuring compliance with regulatory requirements and procedures are followed. Reviews
account and legal documentation for new and existing memberships and transactions.
Notifies appropriate individuals and managers when follow-up is required. Provides
coaching and guidance to staff accordingly.
c. Identifies operational training needs, develops workshop/training solutions and/or
coordinates with training department, and delivers and communicates operational
development solutions.
d. Provides guidance to the retail management team with answers and interpretation of
policy and procedures.
e. Collaborates on, and contributes to, projects which include member-facing digital channel functionality and user experience.
f. Provides training for branch staff on new digital channel functionality and ensures branch staff are fully utilizing such technology.
25%
Management
f. Monitors, coaches, and helps to develop branch support staff, and works closely with Retail Operations Support Manager to ensure quality standards, operational efficiency and member service level agreements are met.
g. Works with branch management to improve operational quality control, staff knowledge
and adherence to policy and procedures by regularly providing feedback. Provides
training, development, guidance and support to branch staff.
h. Maintains a high level of cooperation and rapport with all associates in order to ensure
accurate and efficient operations.
i. Acts as liaison between Retail and other departments to improve processes.
First Entertainment Credit Union
g. Works with branch management to improve operational quality control, staff knowledge
and adherence to policy and procedures by regularly providing feedback. Provides
training, development, guidance and support to branch staff.
h. Maintains a high level of cooperation and rapport with all associates in order to ensure
accurate and efficient operations.
i. Acts as liaison between Retail and other departments to improve processes.
First Entertainment Credit Union
P O S I T I O N D E S C R I P T I O N
25%
Audit
j. Makes recommendations and implements related updates or new policies/procedures based on spot audits conducted, observations, error findings and auditor feedback.
k. Performs branch audits and oversees completion of branch audits performed by branch staff.
l. Conducts regular visits to ensure operations excellence and additional support and training.
m. Serves as the point of contact for furnishing items requested by the auditors and providing formal responses in reference to findings. Makes additional follow-ups and recommends policy/procedure changes accordingly.
Other duties
n. Initiates personal self-development and increases knowledge through own efforts.
o. Monitors changes in laws and regulations that may affect the programs to which assigned; implements policy, procedural and operational changes as required to keep up with industry trends.
p. Participates in projects, as needed and collaborates with other departments to accomplish goals and improve service and efficiency.
25%
Audit
j. Makes recommendations and implements related updates or new policies/procedures based on spot audits conducted, observations, error findings and auditor feedback.
k. Performs branch audits and oversees completion of branch audits performed by branch staff.
l. Conducts regular visits to ensure operations excellence and additional support and training.
m. Serves as the point of contact for furnishing items requested by the auditors and providing formal responses in reference to findings. Makes additional follow-ups and recommends policy/procedure changes accordingly.
Other duties
n. Initiates personal self-development and increases knowledge through own efforts.
o. Monitors changes in laws and regulations that may affect the programs to which assigned; implements policy, procedural and operational changes as required to keep up with industry trends.
p. Participates in projects, as needed and collaborates with other departments to accomplish goals and improve service and efficiency.
Qualifications:
QUALIFICATIONS
Education:
High school graduate, two-year college degree or equivalent preferred, or completion of a specialized course of study at a business or trade school.
High school graduate, two-year college degree or equivalent preferred, or completion of a specialized course of study at a business or trade school.
Experience:
A minimum of 3 years of work-related experience in a full-service financial institution or experience in a related position in a related field. Prefer at least two years supervisory or lead employee experience.
A minimum of 3 years of work-related experience in a full-service financial institution or experience in a related position in a related field. Prefer at least two years supervisory or lead employee experience.
Knowledge, Skills & Abilities:
Possess excellent customer service and sales skills.
Possess excellent communication skills both verbally and written.
Possess thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
Possess thorough knowledge of regulations applicable to essential responsibilities. Ability to read, speak and write clearly to convey information effectively.
Possess excellent interpersonal skills to communicate and represent the Credit Union positively with members, co-workers and management. A significant level of trust and diplomacy required, in addition to courtesy and tact.
Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusion or approaches to complex problems.
Pays close attention to detail, ensuring accuracy and completeness of work output.
Strong problem-solving skills to effectively research, investigate, and offer solutions to issues that are more complex and difficult in nature.
Excellent organization, planning, and follow-up skills.
Work requires analytical ability, judgment, and ingenuity. A moderate amount of discretion is available to perform the job.
Flexible and adaptable to change.
Able to handle multiple tasks, responsibilities and/or projects.
Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook), and Symitar for Windows (Episys).
Ability to resolve interpersonal conflict and miscommunications. Solid math skills.
Possess excellent customer service and sales skills.
Possess excellent communication skills both verbally and written.
Possess thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
Possess thorough knowledge of regulations applicable to essential responsibilities. Ability to read, speak and write clearly to convey information effectively.
Possess excellent interpersonal skills to communicate and represent the Credit Union positively with members, co-workers and management. A significant level of trust and diplomacy required, in addition to courtesy and tact.
Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusion or approaches to complex problems.
Pays close attention to detail, ensuring accuracy and completeness of work output.
Strong problem-solving skills to effectively research, investigate, and offer solutions to issues that are more complex and difficult in nature.
Excellent organization, planning, and follow-up skills.
Work requires analytical ability, judgment, and ingenuity. A moderate amount of discretion is available to perform the job.
Flexible and adaptable to change.
Able to handle multiple tasks, responsibilities and/or projects.
Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook), and Symitar for Windows (Episys).
Ability to resolve interpersonal conflict and miscommunications. Solid math skills.
First Entertainment Credit Union is an Equal Opportunity Employer. Consistent with state and federal law, it is the policy of First Entertainment Credit Union to prohibit discrimination because of race, color, religion (including religious accommodations), sex (gender, including gender identity and expression), sexual orientation, marital status, national origin, ancestry, mental and/or physical disability, medical condition (cancer, genetic information and characteristics, requests for medical and family care leave), age (40 and above), military service, pregnancy, childbirth and related medical conditions, and any other classification protected by federal, state, and local laws. First Entertainment is committed to providing employees with a work environment free of discrimination and harassment. If you are in need of reasonable accommodations, please contact the Credit Union’s HR Department at hr@firstent.org.
Benefit Summary:
Healthcare Benefits
The Credit Union currently offers a variety of health and welfare benefits. Benefits
eligibility is dependent upon several factors, including continuous employment, employee
classification, and the terms and conditions under which employees are employed.
Eligibility for coverage will begin the first of the month following date of hire. Details of
these programs can be found in the Summary Plan Descriptions or by contacting Human
Resources.
It is the Credit Union’s present intention to continue these benefits, however, the Credit
Union reserves the right, to modify, curtail, reduce, or eliminate any benefit, in whole or in
part at any time with or without notice.
Health and welfare benefits include:
The Credit Union currently offers a variety of health and welfare benefits. Benefits
eligibility is dependent upon several factors, including continuous employment, employee
classification, and the terms and conditions under which employees are employed.
Eligibility for coverage will begin the first of the month following date of hire. Details of
these programs can be found in the Summary Plan Descriptions or by contacting Human
Resources.
It is the Credit Union’s present intention to continue these benefits, however, the Credit
Union reserves the right, to modify, curtail, reduce, or eliminate any benefit, in whole or in
part at any time with or without notice.
Health and welfare benefits include:
- Group Medical Insurance
- Group Dental Insurance
- Group Vision Insurance
- Health Care Flexible Spending Account (HCFSA)
- Dependent Care Flexible Spending Account (DCFSA)
- Group Life Insurance
- AD&D Insurance
- Long Term Disability Insurance
- 401(k) Retirement and Profit Sharing (Defined Contribution Plan)
- Optional Employee Life Insurance
- Optional Spouse Life Insurance
- Optional Child Life Insurance
The Optional Employee Life, Spouse and Child insurance is elected and paid for by the
employee electing such coverage(s). Please refer to FirstFAQs for additional benefits
information.
