Retail Delivery Support Specialist II - Sacramento, United States - Golden 1 Talent Acquisition Team

Description

TITLE:


RETAIL DELIVERY SUPPORT SPECIALIST II

STATUS:

NON-


EXEMPT

REPORT TO:

SUPERVISOR – RETAIL DELIVERY &


EXPERIENCE

DEPARTMENT:

RETAIL DELIVERY &


EXPERIENCE

JOB CODE:

11385


PAY SCALE:

$ $30.00 HOURLY
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L DESCRIPTION:

The Retail Delivery Specialist II will provide the highest level of service available in support of Golden 1's Mission, Vision, and Strategic Goals.

Advocate for our frontline and back-office staff and be a liaison between departments ensuring quick resolution. Be an additional level of support and offer guidance to Retail Experience Specialist I. Subject Matter Expert (SME) in all areas associated with Golden 1 operation, policies, procedures, and systems. Foster a professional and friendly environment that provides exceptional service to our employees, collaborating to improve processes and procedures. Develop strong working relationships with all levels of the organization. Be responsible from generating and maintaining reportable data related to Retail Delivery & Experience deliverables.
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SKS, DUTIES, FUNCTIONS:

Be second level of support for Retail Delivery Support Specialist I. Assist with complex and time sensitive issues. Provide guidance and direction with the upmost professionalism.

Maintain an in-depth knowledge of Golden 1's operational policies and procedures, including areas associated with Shared Branch Outlet and Lending procedures.

Review and validate Quality Control Loan, New Account, and Business Account audit errors. Generate and report trending and provide recommendations for improvement on Executive Summary monthly.
Program Administrator for the Medallion Guarantee Program.

Review reports, including but not limited to REG CC (Funds Availability) and Controllable Loses, perform data entry for tracking trends.

Review processes for opportunities for improvements.

Assist the Retail Delivery Support Supervisor, forecasting Retail Branch Support I schedules and generating weekly/monthly call reports for trend analyst.

Quality Assurance
Primarily responsible for UAT (User Acceptance Test) for projects and service packs. Validates and reviews any detailed system changes.

Maintains the branch logo wear program, this includes placing new hire orders, facilitating the semi-annual reorder process, and fielding any questions that arise about the program.

Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.

Research, identify and respond to telephone, email, and jabber inquires. Offer guidance, expertise, and solutions to frontline staff with focus on the member experience.

Provide support and guidance to branch and back-office employees with various systems as LoansPQ (Xpress), Ensenta, PartnerCare, DealerTrack, Pop Money, Visa Risk Management, Client Central, DataSafe, Relationship Manager, TellerView, WC3, Bridger, Qualifile and Item Solutions (OSI).

Provide guidance to branch employees, either by interpreting a policy and/or procedure or assisting the branch to make an informed decision.

Notary Administrator – Supply Orders & Maintain Active Notary List
Perform additional responsibilities essential to the operations of Retail Delivery & Experience.

COMMUNICATION & INTERACTIONS:

Interacts professionally with all levels of staff. Communicates in a professional manner (proper grammar, punctuation, and tone) in both written and verbal communication. Effective listener. Communicates with empathy. Demonstrates polished presentation skills, e.

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Speaks clearly and confidently; Communicates in a clear and concise manner; able to convey complicated information in an understandable manner to the audience.

Works as part of a team. Accepts constructive feedback positively and utilizes it to help personal and professional development.
PHYSICAL
SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF


THESE TASKS:

Effective oral and written communication skills required to train and to constructively follow-up on inquiries and concerns from the branches.

Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment and telephone.
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RGANIZATIONAL
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NTACTS & RELATIONSHIPS:

1.


INTERNAL:

All levels of staff and management.
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AA in related field. Additional work experience may be considered in lieu of a degree.


EXPERIENCE:

Five or more years at Golden 1 (or other financial institution) progressively performing additional member service/operational and administration duties.
KNOWLEDGE/


SKILLS:

Excellent verbal and written communication skills. Strong problem-solving skills to define, understand, and ultimately provide solutions for frontline staff. Ability to make sound decisions in the absence of detailed instructions and work on own initiative.
Proficient in Excel and Power Point desired.
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L REQUIREMENTS:

• Prolonged sitting throughout the workday with occasional mobility required.
• Corrected vision within the normal range.
• Hearing within normal range. A device to enhance hearing will be provided if needed.
• Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

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CERTIFICATIONS:

None

TH
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S JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE.

HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIO
NSAND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

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