eBranch/Retail Operations Support Manager III

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We believe in our employees, and we want them to believe in us.
That’s why we provide job training, skill development, and the opportunity to grow with us! At 1st United Credit Union, we are committed to improving the quality of life for our members and communities we serve across the East Bay and Tri-Valley areas.
The eBranch/Retail Operations Support Manager provides expertise and support to all Retail Teams including branches, Member Contact Center, eBranch, and Retail Operations Support.
They are the subject matter expert of Retail Operations Support and eBranch and works with other departments as needed on projects and initiatives, sometimes in the lead role.
This role manages, directs, and provides support for the team regarding all processes regarding audits, escheatment, IRA, levies, exception reports, legal documents, death claims, new online memberships, additional accounts and reviewing applications for potential fraud.
They lead projects relating to the creation of efficiencies within the departments or the retail teams and may need to work with other leaders to accomplish this expectation.
Also validates and/or delegates the review of new online IRA accounts, Trust accounts, servicing IRA and Trust accounts, validating legal documents, escheatment files, and the disposition of deceased member accounts and online account/membership applications.
They have the ability to maintain and create procedures and conduct account research as needed.
Primary Responsibilities: Manages and completes processes involving death claims, IRA servicing, required minimum distributions, reviewing, new and existing online account applications, and review/approving legal documents.
Assist all Retail Teams with Trust account documentation and set up, IRA requests, levies, updating retail procedures and transactional processes.
May need to communicate with branches regarding members being sent to verify information.
Ensures validation of all reports, provides reporting to the VP Retail Sales & Experience, and member communication is completed on a timely manner, ensure claims and accounts are kept current and addressed in a timely manner.
Manages and reviews approved and denied new membership requests opened online for accuracy and for final approval or denial.
Oversees the review of denied applications to determine if the request should remain denied or approved.
Provides team training and makes team member(s) and other departments aware of any potential trends of fraud and other information obtained to mitigate fraud exposure.
Has oversight of the audits conducted of eBranch new membership accounts opened through the online channel for accuracy.
Ensures reporting of findings to the appropriate management for immediate action.
Maintains a thorough understanding of the online membership, digital banking mobile and online banking platforms.
Manages the IRA and escheatment processes with the appropriate vendors and works with internal departments to ensure processes adhere to credit union, state, and federal guidelines.
Ensures IRA reporting such as 1099 and 5498 are validated and sent to vendor in a timely manner and corrections for 1099 and 5498 are completed by mandated deadline.
Works directly with Marketing and Enterprise Apps and Development to facilitate the escheatment process on dormant accounts.
Research of property/assets, reporting, tracking, and filing by the mandated deadline.
Facilitate the process of Levies and Required Minimum Distributions within established guidelines.
Works towards meeting all SLAs and credit union core values.
Regularly provides updates that involve transactions handled with Retail Teams including but not limited to IRA, Trust, POA and Legal Documentations.
Conducts IRA annual training and other duties as assigned.
Knowledge and Skills: Five years to eight years of similar or related experience.
(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
Work involves extensive personal contact with others and is usually of a personal or sensitive nature.
Work may involve motivating, influencing or training others.
Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Must have a thorough knowledge of credit union policies, procedures, products, systems, and services.
Strong understanding of legal documentation required.
Work will be hybrid with the expectation to be onsite on a regular basis.
Salary Wage will range from $87,600/year to $146,000/year.
Wages posted are for grades 13 and will depend on experience.
1st United Credit Union is an Equal Opportunity Employer