Sup - Records and Records Fulfillment

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

THE DETAILS

Job Code:

12094

Grade:

23S

Status:

Exempt

POSITION AND PURPOSE

The Records and Records Fulfillment Supervisor is responsible for leading the daily operations of the centralized records management, document imaging, document retention, electronic document management, and fulfillment functions. This role ensures records are accurately scanned, indexed, maintained, retained, and retrievable in accordance with organizational standards, regulatory requirements, and operational controls.

The supervisor oversees fulfillment activities, including account maintenance requests, account modifications, account closures, cashier's check processing, disclosure fulfillment, and other operational servicing functions. The position is accountable for achieving service-level objectives, quality standards, productivity goals, risk management requirements, and employee development initiatives while delivering a positive member and employee experience.

The Supervisor partners with leadership to support workforce planning, operational performance, process improvement initiatives, digital transformation efforts, and strategic projects that enhance efficiency, service quality, and operational effectiveness.

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 excel at leading operational teams in highly regulated environments where accuracy, quality, and service are critical to success.

You are a coach and mentor who develops employees, builds strong partnerships, and creates a positive, accountable, and high-performing culture.

You leverage data, process expertise, and strategic thinking to drive continuous improvement, strengthen operational controls, and deliver exceptional service experiences.

THE WORK

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Records Management and Fulfillment Operations: Lead and oversee daily records management and fulfillment operations to ensure service excellence, operational efficiency, and compliance with established procedures. Manage document imaging activities, including documentation preparation, scanning, indexing, quality assurance, storage, retrieval, and administration within the Enterprise Content Management (ECM) system. Ensure records are maintained and retained in accordance with approved retention schedules, regulatory requirements, information security standards, and organizational policies. Oversee fulfillment requests including account maintenance, account modifications, account closures, cashier’s check requests, disclosure fulfillment, and related operational servicing activities. Monitor service-level agreements, productivity targets, processing volumes, turnaround times, and quality standards. Analyze workflow trends and operational metrics and implement corrective actions and process improvements to enhance efficiency and service delivery. Partner with business units and support departments to ensure operational needs are met and process objectives are achieved.

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Leadership, Workforce Development, and Strategic Planning: Lead, coach, develop, and motivate employees through effective performance management, feedback, recognition, and career development. Establish team goals, priorities, and performance expectations aligned with departmental and organizational objectives. Conduct workforce planning activities to ensure appropriate staffing levels and operational readiness. Foster a collaborative, inclusive, and high-performing work environment focused on accountability, teamwork, and continuous improvement. Support strategic initiatives, digital transformation efforts, and operational projects that improve operational effectiveness and the employee and member experience.

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Communication and Collaboration: Communicate operational updates, service-level results, performance expectations, and process changes effectively with employees, management, and business partners. Build and maintain productive relationships across departments to support seamless operational execution and issue resolution. Promote Golden 1’s Mission, Vision, Values, and leadership expectations. Ensure employees have appropriate tools, training, and resources to perform their responsibilities successfully.

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Risk, Compliance, and Operational Controls: Ensure compliance with records retention requirements, privacy laws, information security standards, internal policies, and applicable regulatory requirements. Establish and maintain controls that mitigate operational risk and support audit, legal, and regulatory obligations. Monitor operational activities to identify risks, ensure adherence to procedures, and maintain operational integrity. Support and participate in audits, examinations, quality reviews, and control testing activities as required.

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Administration: Manage staffing, scheduling, payroll review and approval, attendance monitoring, performance management, and employee relations activities. Ensure staffing resources are aligned with business needs and service expectations. Administer department processes and reporting activities in accordance with established policies and procedures.

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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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H.S. Diploma or General Education Degree (GED) required

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Bachelor’s Degree Business Administration, Finance, Operations Management preferred

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5+ years Progressive experience in records management, operational servicing, document imaging, financial services, or a related field. Minimum two years of supervisory or leadership experience with demonstrated success developing employees and leading teams required

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Advanced knowledge of records management principles, document retention practices, document imaging, indexing, quality assurance, and document lifecycle management.

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Experience utilizing Enterprise Content Management (ECM) systems, preferably Nautilus ECM.

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Strong understanding of operational servicing processes, account maintenance activities, and fulfilment operations.

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Knowledge of regulatory requirements, privacy regulations, information security standards, and operational controls.

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Strong analytical, organizational, and problem-solving skills.

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Ability to analyze performance metrics and implement improvements that enhance efficiency, quality, and service outcomes.

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Demonstrated ability to lead teams through change while maintaining employee engagement and operational effectiveness.

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Advanced conflict resolution, decision-making, and communication skills.

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Independent, self- motivated professional who demonstrates initiative, accountability, and sound judgment.

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Ability to adapt to changing business demands and operational priorities.

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None

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Solves Problems Proactively - Tackles complex issues independently

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Innovates and Applies Insights - Suggests improvements

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Delivers Results with Agility - Maintains quality during change 

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Collaborates Across Teams - Works effectively with peers 

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Influences and Persuades - Shares expertise to guide others 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Ability to collaborate and work effectively with cross- functional teams and internal stakeholders, such as Sr. Managers, Vice Presidents, Retail/Branch Operations, Member Service Contact Center, Compliance, Legal, and other operational business units.

EXTERNAL:

Interact with attorneys, courts, government agencies, Fiserv, vendors, public administrators, and other third parties regarding trust accounts, legal process requests, tax reporting, and deposit account servicing matters.

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.