Sup - Business Member Support Servicing

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

11637

Grade:

23S

Status:

Exempt

POSITION AND PURPOSE

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.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You are a collaborative and results-driven leader with expertise in business account and loan servicing, team development, and operational excellence.

You excel at leading high-performing teams, enhancing member experiences, managing risk, and driving continuous improvement.

Through coaching, innovation, and strategic leadership, you foster a culture of accountability, service excellence, and professional growth while ensuring business members receive exceptional support and solutions that align with organizational goals.

THE WORK

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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.

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Assist with escalated complex matter to ensure member satisfaction.

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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.

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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.

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Implement innovative initiatives within the team to enhance efficiency, accuracy, and effectiveness in serving Business members.

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Conduct risk analysis and monitoring to identify potential areas of concern and implement appropriate mitigation strategies.

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Foster team development and motivation by providing guidance, coaching, and training to team members to enhance their skills and capabilities.

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Monitor and evaluate team performance metrics, including call quality, customer satisfaction, and productivity, and provide feedback and coaching to drive continuous improvement.

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Focus on providing a seamless onboarding experience for new Golden 1 Business members, ensuring their needs are met and expectations are exceeded.

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Ensure team productivity by setting clear performance expectations, monitoring performance metrics, and providing regular feedback and recognition.

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Cultivate a member-centric environment within the team, emphasizing the importance of delivering exceptional service and building strong relationships with business members.

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Support the Department Manager across all departmental functions and performance areas, assisting with strategic planning, goal setting, and performance evaluation.

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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.

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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.

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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.

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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.

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Empower team members and foster professional growth through ongoing development initiatives.

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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.

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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.

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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.

QUALIFICATIONS

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Bachelor’s Degree in business or a related field preferred

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Directly related experience may be considered in lieu of education

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6+ years of progressive leadership roles required

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Business Banking Account and Loan Serving experience within a financial institution Leadership extensive experience in team management and leadership roles required

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Successful track record of navigating through complex challenges, inspire high performance, and drive sustainable success required

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Proficiency in Business Banking

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Proactive attitude

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Advanced problem-solving skills and timely responses.

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Possess an advanced ability to navigate and resolve conflicts with discretion and professionalism, particularly in emotionally challenging situations.

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Advance in using systems, databases, and other relevant technologies.

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Independent self- motivated worker who takes initiative without need of supervision.

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Highly flexible and adaptable to sudden changes in the work environment.

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Analyze situations and make critical informed decisions that support our strategic objectives.

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N/A required

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Accountable for Results - oversees daily performance 

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Delivers results with agility - adjusts workflows quickly

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Collaborates across Teams - encourages teamwork Builds trust and credibility - maintains fairness and reliability 

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Develops others through feedback - coaches jr team members Solves problems proactively - removes barriers for success 

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Communicates with clarity - provides clear direction

ORGANIZATIONAL CONTACTS AND 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

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.