Team Lead, Service and Support

Are you looking to take your career from good to great? As an employee of Pen Fed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.”

Joining Pen Fed is more than being an employee; it’s about being a part of the Pen Fed family.

Pen Fed is hiring a (Hybrid) Team Lead, Service and Support at our Papillion, Nebraska service center. The primary purpose of this job is to oversee the daily tasks of the operations support unit, as well as the day to day activities of the Support Specialists. This role may perform the duties of the Manager, Support Unit in the manager’s absence.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Supervise the activities of the Support Specialists to include establishing goals, priorities and expected performance level of the team. The incumbent will also perform managerial duties such as performance management, employee development, coaching and training of Support Specialists to ensure their ability to provide excellent support and consistently meet or exceed current standards.
• Administer stated objectives, goals and performance standards for Support Specialists in assigned unit and to assist in ensuring that goals are met and/or exceeded. Collaborate with management staff in the development and support of business unit-level initiatives.
• Participate in and provide input to the Manager, Support Unit regarding hiring, staffing, disciplinary action and training for Support Specialists.
• Coordinate and implement support functions as required, according to policies and procedures.
• Coordinate the development of each employee, ensuring performance goals are established for each and progress monitored regularly.
• Assist team members in the resolution of complex member account problems and questions, making decisions as appropriate, maintain professional accurate and timely communication during all member contact.
• Plan and organize unit staff meetings.
• Review documents for accuracy, legibility and completeness.
• Maintain current knowledge of Pen Fed products and procedures, and products offered by competitors.
• Review policies, procedures, and guidelines and makes recommendations for improvement.
• Ensure that all procedural updates or changes are distributed to support staff.
• Prepare statistical reports relating to Servicing and Support.
• Act as an Assistant Treasurer within assigned authority.

Equivalent combination of education and experience is considered.

• Bachelor’s Degree in related field is preferred.
• Minimum of six (6) years of work experience in banking operations or equivalent required. Experience with Pen Fed Credit Union products preferred.
• Minimum of two (2) years’ experience in customer service is required.
• Minimum of one (1) to two (2) years’ experience in a managerial or supervisory role.
• Knowledge of statistics preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

There are no additional licenses and/or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

* Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call is required.

Established in 1935, Pen Fed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender.

We are available to members worldwide, via the…