Support Services Supervisor

Campus Federal Credit Union has an opening for a Support Services Supervisor to join our team!

The primary purpose of this position is to assist Campus Federal in our Mission, to enhance the lives of our members and the communities we serve. This is accomplished by providing excellent service to members and to team members of Campus Federal. 

Responsibilities Include:

• Provide support when Support Services staff members are out of the office by performing their duties.  This shall include, but is not limited to the following functions:  Computer Operations, ACH, Share Draft, Wires, Check 21, Electronic Payments, Check Adjustments, Return processing, Fraud and Collection Items, Document Management, Remote Deposit Capture, IRA/HSA Processing, Account Maintenance, Quality Assurance and Mail Processing. This position is required to maintain knowledge of and work all aspects of all Support Services positions as needed.
• Direct and oversee the Support Services staff (ACH Administrator, Data Processing Administrator, Sr. ePayments Specialist and Support Services Clerk) to include: coordinate and direct daily operations, hiring and training of employees, coaching, monitoring performance, time cards and attendance controllers.
• Work with and assist the AVP of Support Services to develop performance plans, conduct performance reviews, conduct counseling sessions as needed, and ensure adherence to all credit union policies and procedures.
• Conduct regular reviews of processes, policies, and procedures, and implements changes as needed to improve efficiencies.
• Direct and oversee the designated Support Services staff to ensure all procedure manuals are updated and maintained periodically and are in compliance with regulatory issues.
• Provide assistance to staff in the performance of their duties. This includes providing guidance, approving transactions/holds, performing any Support Services job duties as needed.
• This position is required to be on the On-Call team to provide after hour and weekend support.
• Provide assistance to the AVP of Support Services and VP of OSS in the following areas:   daily operations, departmental projects, maintaining current procedure manuals, system issues, research requests, help desk requests and problem resolution, implementation of new releases and system updates on the core banking platform and other subsystems, such as Check 21, Document Management and 3rd Party Integrated products.
• Assist Support Services staff and OSS Management with periodic training of CFCU personnel, to include, but not limited to:  ACH, Share Drafts, Check 21, Remote Deposit Capture, IRA, Mail, Document Management and the core-banking platform.
• Assist with training of new hires in the Support Services area as necessary.
• Identify, research, and resolve problems to ensure operational effectiveness and efficiencies in Support Services area.  Recommend and implement measures to improve efficiencies and ensure service levels are met. 
• Create, monitor and maintain statistical reporting on a regular and as needed basis.
• Research and respond as necessary to member surveys related to Remote Services.
• Assist with special projects as directed by the AVP of Support Services or VP of OSS.
• Assist with upkeep and testing of the Disaster Contingency Plan.

Job Requirements:

Bachelor’s Degree and 2 years’ experience in a financial institution and an in-depth knowledge of credit union policies and procedures or 6 years related experience