RMA Supervisor

Ensure exceptional service is - provided to members, non-members, branches and internal departments through multiple communication channels, while remaining compliant with applicable laws/regulations and internal policies/procedures.  To ensure efficient and effective department operations, oversee internal operating policies and procedures. Provide coaching and development to help representatives identify member needs.  Conduct all duties in a manner intended to enhance the brand and contribute to the growth of the Credit Union. To enhance the member experience, recommend appropriate products/services and/or solutions.  Assist the Department Manager with activities and in their absence be responsible for overall operations.  Availability to travel for ongoing leadership growth. 

Bilingual in Spanish and English?  Employees can earn an additional $2.00 per hour upon the successful completion of the RBFCU Bilingual Spanish/English certification.

The RMA Supervisor will have the ability to work from home after a period of training and performance evaluations (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233. Applicants who work from home must reside within the State of Texas and have the capability of performing all the work from their home in Texas.

Essential Functions and Responsibilities:

• Assist the Department Manager in the daily operations of the department to ensure highest quality of service is being provided to current and potential members

• Maintain overriding authority to supervise and encourage employees in the absence of Department Manager and above

• Plan, assign, coach, train/oversee and direct the work of department employees

• Work directly with other internal departments and branches to build and maintain strong departmental and branch relationships

• Ensure that assigned personnel meet the standards for goals within the department for position

• Maintain a current working knowledge of all Randolph Brooks accounts, product, services, procedures and RBFCU Member Handbook

• Ensure compliance with all applicable regulatory laws pertaining to credit union and internal policies and procedures

• Approve and authorize time cards, counsel, and oversee department training and development

• Resolve escalated member and department issues

• Ensure security trainings for department personnel are conducted

• Ensures all employees are knowledgeable of emergency procedures

• Must demonstrate the following competencies: Making informed decisions, analytical, customer service, oral communication, teamwork, judgment, leadership/managing people, diversity, planning, professionalism, safety and security

• Perform duties proficiently utilizing the following software: DNA-Prod, DSI Avaya Marquee, CMS Supervisor Loans PQ, Workday, Impact 360, Onbase and Portfolio Viewer

• All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice)

Requirements:

• HS Diploma or GED

• Minimum five years of financial institution experience and/or customer service experience

• Must be able to work a flexible Monday through Saturday schedule

• Must have good organizational, communication, and interpersonal skills, along with the ability to multitask and manage time effectively with a close attention to detail

• Accept ownership and adapt to needs of department

• Self-initiate and apply logic to problem solve with few concrete variables

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form

• Ability to deal with problems involving several concrete variables in standardized situations

• Attendance and promptness is pertinent

Preferred:

• Bilingual (English/Spanish)

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.