Support Services Manager

1 Bethany 1 Bethany 900 W Bethany Dr Suite 500 Allen, TX 75013, USA

The Support Service Manager is responsible for leading a cohesive Support Services team for Credit Union of Texas. This role provides strategic oversight of multiple administrative and operational functions while ensuring regulatory compliance, operational efficiency, and service excellence. Success in this role is defined by the ability to effectively lead teams, align operational execution with organizational goals, and continuously improve processes.

The position focuses on leading and developing people and outcomes.

• Hire, onboard, coach, and perform all other leadership functions to ensure team is operating with accuracy and efficiency.
• Establish performance goals and development plans for team members and actively support employee growth and accountability.
• Maintain appropriate staffing levels and schedules for staff, including approving time off requests, and accuracy of timecards.
• Oversee Account Maintenance operations to include:
  • The tracking and reporting of members’ annual tax payments to ensure accuracy of information.
  • IRA functions, including tax reporting, audits, renewals, required minimum distributions, contributions and rollovers.
  • Deceased account functions, including verification of accounts and payments to beneficiaries.
  • Annual escheatment processing
  • Receipt, tracking, and response to served legal requests, including subpoenas, levies, and garnishments.
• Oversee Loan Maintenance operations to include:
  • Filing and processing of insurance claims including payment protection claims, and auto and homeowner’s insurance claims including refunds and adjustments.
  • Credit adjustment functions, including credit bureau dispute processing, to ensure timely and compliant responses
• Oversee Insurance Support Operations to include:
  • Filing claims for GAP, theft, total loss, CPI and repossession claims.
  • Maintenance of the CPI program to ensure accurate reporting and processes in accordance with CUTX guidelines.
  • Various ancillary products such as PPI and CPI to ensure accuracy in reporting and GL balancing.
• Oversee additional back office functions, including skip a processing, operational reporting, member document requests, payoff requests, lien releases, verification of deposits, verification of mortgage.
• Maintain and updates policies and procedures to ensure accuracy, consistency, and regulatory alignment.
• Partner with the Compliance Department to ensure compliance with all applicable laws, regulations, and internal controls; implement procedural or documentation changes as needed.
• Collaborate directly with Vice President of Support Services to evaluate operational processes and recommend improvements that increase efficiency, and accuracy.
• Collaborate with other departments to ensure testing of new products and programs is complete for department.
• Performs additional duties and responsibilities consistent with the position and organizational needs.

Positions directly supervised: Support Services Staff

• Knowledge of credit union operations, policies, products and services is a plus.
• Working knowledge of project management software.
• Ability to create team environment in all assigned projects.
• Understanding of both waterfall and agile project management principals.

Education: Bachelor’s Degree in Business or related field or equivalent in a combination of relevant operational experience and credit union experience.

Experience: Experience leading multiple cross functional teams and senior level staff.

DESCRIPTION

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Grasping

Using fingers and palm on an object.

Talking

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Repetitive Motions

Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Hearing

Able to hear average or normal conversations and receive ordinary…