Operations Manager

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Wailuku, HI, US

Salary Range: $55,000.00 To $65,000.00 Annually

Responsible for monitoring and providing support to all staff and members regarding Maui County Federal Credit Union’s electronic delivery channels. Actively works toward providing an exceptional member experience through our non-branch communication channels, including mail, phone, email, and chat, by ensuring all member inquiries and requests are responded to in a timely and accurate manner. Performs other back-office duties that relate to caring for our member’s needs, but are not limited to account maintenance, wire transfers, debit cards, credit cards, ATMs, automated telephone teller service, direct deposit, ACH, share drafts, mobile banking, online banking, bill pay, website outreach, and email.

This position evaluates and enhances existing member contact programs and makes recommendations for improvement.

This position requires excellent human relations with a high level of interpersonal communication, both verbal and written. The ability to effectively present information and network is essential. Professionalism and excellent communications skills are vital to the successful execution of this position as well as a thorough understanding of the Credit Union’s products, services, processes, procedures, policies and regulations.

• 1. Responsible for proficiently demonstrating exceptional service through various channels.
  • a. Answer phones, respond to chats, emails and text messages while also utilizing screen sharing.
  • b. Provide members with accurate product and account information.
  • c. Gather member information while accurately inputting it into the appropriate systems or software.
  • d. Identify members’ product needs and provide referrals to internal business partners.
  • e. Identify and refer members that need financial assistance to the appropriate Credit Union personnel.
  • f. Resolve all member questions, problems and complaints concerning their credit union accounts.
  • g. Process member transaction requests (withdrawals, deposits, etc.) accurately and efficiently, while educating the member around alternative convenient methods, if available.
• 2. Effective and efficient completion of Member Care functions.
  • a. Blend exceptional member service with Company values while providing education and guidance for members through cross selling the use of Maui County FCU’s products, services and multiple delivery channels.
  • b. Maintain a current and thorough knowledge of all Automated Account Service Products and related services. Also maintains a thorough and current working knowledge of ACH, VISA, and Master Card rules and regulations.
  • d. Handle back-office member service items such as address changes, return mail, CD-related tasks, levies, garnishments, IRA distributions, verification of deposits, dormant accounts, thank you cards, as well as prepare and review reports.
  • e. Research, resolve, and notify members regarding inquiries about their Automated Account Service Products.
  • f. Perform ODP fee refund requests for members.
  • g. Handle member inquiries, as well as diffuse escalated member issues.
  • h. Identify areas to increase efficiencies, enhance productivity, maximize profitability and provide a consistent team atmosphere.
  • i. Assist in developing strategies and programs to meet the needs of the Credit Union’s strategic and business plans.
  • j. Perform fraud investigations and report results to management. Assists with maintaining all fraud reports and investigating materials including official reports to…