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Delivery Support Supervisor

Posted on Jan. 7, 2025 by Patelco Credit Union

Dublin, United States of America
$71562.0 - $84196.0

Full Time

About Patelco Credit Union:

Patelco Credit Union is a not-for-profit credit union with a purpose to build financial health and wellbeing for our members. Since 1936, Patelco has grown from $500 in assets to over $9 billion in assets and is the 7th largest credit union in California with branches throughout Northern California.

We are here for our members throughout all their stages of life. Meeting them with the products and services to help them plan purposefully for their futures and to secure our life-long partnership as their trusted financial advocate. As one team, we are all committed to delivering service, empowering financial literacy, creating products, and providing new technology for our members.

We believe that work should be rewarding, challenging, and enjoyable. We’re dedicated to creating a positive and supportive culture where our team members can thrive. If you’re looking to use your skills and knowledge to make a difference in our members’ lives, Patelco could be the perfect fit for you.

Overview:

In this role, the Delivery Support Supervisor will provide operational support for the branch, Member Contact Center, support departments, and digital channels. Responsibilities will include but are not limited to providing leadership and acting as the “go to” resource for the Delivery Support Specialists. Key areas of responsibility include providing support for branches, the Member Contact Center, support departments, and digital services. This role supports operational incident response for the organization, including operational communications. Responsible for providing guidance with specialized accounts, reviewing and approving large transaction requests, and enabling adherence to generally accepted banking/credit union operational practices. In addition, this role plays a critical role in supporting team readiness efforts via the Delivery Intake process.

Responsibilities:

Act as a primary contact for branches, virtual branch, and the member contact center to assist with high dollar transaction approvals and exceptions.
Support, organize, train, and evaluate team members in order to increase their productivity and effectiveness.
Support frontline team readiness efforts via the Delivery Intake process.
Focus on assigned projects and make recommendations to improve operational efficiencies that support member and team member ease.
Partner with Corporate Security to identify, report, and rectify member behavioral misconduct.
Assume responsibilities of the Delivery Support Manager in his/her absence.
Work cross-functionally across multiple departments and serve as a subject matter expert for special account administration needs such as trust/fiduciary accounts, decedent accounts, Power-of-Attorneys, membership exceptions, and other review as necessary.
Collaborate with Member Experience and legal counsel to resolve complex member escalations voiced through social media, CEO correspondence, and DFPI complaints.
Oversee core system user set up, modifications, terminations, and password administrative needs.
Provide first line of support for Branch Suite and new membership/ product system issues.
Assist with effective delivery of operational communications and alerts as needed to inform the organization of any critical outages or system performance issues.
Manage and oversee the weekly publication of What’s New Wednesday announcements.
Manage Delivery Support JIRA Help Desk Tickets and ensure set SLA’s are met.
Ensure Digital Service functions and escalations within MSP are handled within set SLA’s.
Provide oversight to ensure department operations are aligned with the organizations goal to reduce problem incidents.
Act as a liaison between Fraud Prevention and the Delivery Team to escalate high risk inquiries.
Assist branches with daily balancing efforts for cash, negotiables, and general ledgers.
Collect and analyze call data to identify knowledge gaps and team member pain points to support first contact resolution.
Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union’s policies and procedures.
Performs other duties as assigned.

Qualifications:

Proven ability to lead people and get positive results through others, requiring in-depth experience of collaborating between staff and members for best results.
Demonstrated effective project management skills.
Proven track record of meeting assigned project deadlines on time.
Strong interpersonal skills, excellent communication skills, the ability to work effectively and build relationships both internally and externally.
Must be flexible and adjust to schedule and adapt to the changing needs of the credit union.
Must possess ability to overcome resistance and secure support for ideas or initiatives through high-impact communication.
Possesses excellent decision quality and is able to make independent decisions.
Effective planning and organizing skills to deliver workload in timely manner.

Target Base Pay:

$71,562 - $84,196 / year

Compensation at Patelco:

Please note that the salary information is a general guideline only. Patelco Credit Union considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

We Offer:

Physical Health: