Account Services Manager

POSITION PURPOSE

Manages all aspects of Account Services operations. Responsible for but not limited to the areas of loans, member accounts, IRAs, research, subpoenas and levies. Ensures effective and efficient response time, quality of member service and compliance with federal rules, regulations and policies.  Holds management and mentoring responsibility of Account Services staff.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1.       Manage and develop member account and loan servicing strategies, policies and procedures to improve efficiencies.

2.       Ensures requests and questions from  members, retail branches, other departments  are promptly resolved.

3.       identifies opportunities to improve delivery methods and procedures.

4.       Monitors to ensure loans and new membership applications are audited in a timely fashion.

5.       Monitors all tasks in the department to ensure all internal and external Service Level Agreements are met.  

6.       Ensures the accurate reporting of Account Services activities to Senior Management and the Director of Member Services.

7.       Analyzes monthly assigned reports noting any unusual trends. Reports trends to the Director of Digital Banking and communicates issues with supporting documentation to Information Systems teams when applicable.

8.       Manages vendor relationships within areas of responsibility, analyzes current vendor performance and researches new vendors when necessary.

9.       Ensures that Account Services team members are thoroughly trained on systems, products, services, policies and procedures, and federal rules and regulations for the Credit Union.

10.     Conducts performance appraisals, providing  meaningful and measurable feedback to assigned personnel and suggestions for improved performance. 

11.      Acts as the Title Clerk for the organization.

12.     Responsible for special projects and other duties as assigned.

QUALIFICATIONS

EDUCATION/CERTIFICATION:   Associate’s Degree or equivalent experience required. Bachelor’s degree in Business Administration or relevant field preferred.

EXPERIENCE REQUIRED:  Minimum of 5 years experience in financial institution operations. 3+ years of leadership experience preferred. Knowledge of retail banking procedures and products Experience in consumer lending, loan document review, or familiarity with related documents                                                       

SKILLS/ABILITIES:                   

Strong analytical and critical thinking skills

Strong organizational skills, attention to detail, written and oral communication skills

Must be proficient with Microsoft Office products and related software applications

Detail oriented and able to delegate to others

Must be a self-starter, driven

Must be able to adapt to change

Knowledge of compliance and internal controls

Knowledge of financial industry, to include specialty areas, including Digital banking applications