Retail Support Administrator

Company Summary Welcome to Financial Plus Credit Union (FPCU)-

The Place that brings Dreams within Reach. At FPCU, our mission is simple but powerful:

Description

Job Title: Retail Support Administrator

Department: Retail Delivery

Reports to: SVP of Retail Delivery

Hours per Week: Salary Exempt

Company Summary Welcome to Financial Plus Credit Union (FPCU)- The Place that brings Dreams within Reach. At FPCU, our mission is simple but powerful:
Empowering people and communities to strive for more through knowledge, innovation, and service that brings dreams within reach. We are more than a financial institution. We are a growth engine for our members, our teams, and our communities.

We are a purpose-driven organization grounded in five values:
represent with purpose, empower through knowledge, appreciate and accept, champion new possibilities, and help make things easier. FPCU is a team of high performers who care deeply, support each other, work hard, and continuously push forward. We don't simply show up, we represent our purpose every day and every time we interact with our members and teammates. We invest in our people, challenge them to grow, and support them in becoming the best version of themselves.

Joining FPCU means leveling up your career. If you are someone who thrives in a fast-paced, positive, and purpose-driven culture, and you’re ready to grow with an organization that is actively evolving, we want you to join the team!

Position Summary

Facilitate administrative support for Retail Management teams. Identify effective procedures and document them to create E3 experience for employees and members. When procedures are creating friction, facilitate and document appropriate changes accordingly. Participate in strategic initiatives and new product offerings. Report monthly, quarterly, and annual performance of membership, ancillary insurance sales, and retail trends. Execute assigned duties with accuracy and efficiency.

Essential Function And Responsibilities To uphold FPCU's mission statement and support its strategic retail direction to deepen member relationships by providing SPARK! Service. This includes, but is not limited to:

Essential Functions & Primary Responsibilities

• Communicate properly with retail employees to ensure positive and clear understanding of branch goals and direction.
• Collaborate with Finance team to prepare monthly retail reports related to membership growth,
• product penetration, ancillary insurance products, branch transaction volume, and contact center metrics.
• Assist in the development and execution of the Retail Incentive Plan. Manage monthly incentive disputes and maintain record of incentive payouts.
• Support Sales Manager's deposit and loan growth initiatives by identifying ways to increase efficiency while maintaining a focus on providing E3 Service standards.
• Manage the ancillary insurance product suite, including the monthly, quarterly, and annual reporting of sales and profitability.
• Manage retail related invoices and vendors.
• Develop and maintain a library of procedures as it relates specifically to each retail product type.
• Partner with learning & development for employee training needs.
• Maintain a high level of policy, process, procedural, and product knowledge of all branch products and services
• Maintain a high level of knowledge on all retail-related systems.
• Create scripting and communication for employees and member updates.
• Actively participate in retail procedural and operational improvements by working with the sales managers and other departments as necessary.
• Oversee the Benefits Plus program and report on profitability, product penetration, and training.
• Partner with member experience on the performance and engagement of retail's NPS and ENPS scores Identify areas of concern and partner with Director of Retail Delivery for service improvement opportunities.
• Assist Director of Retail Delivery in the development and launch of retail products and processes.
• Work with project management on the implementation of new processes and products related to retail.
• Assist in administrative duties for retail partners such as Fedline, CUNA, Alloya, Harland Clarke, Kronos, FP…