Retail Support Lead: Elevate Member Experience

Stanford Federal Credit Union; Palo Alto (CA); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life insurance

Short-term disability

401(k) match

Education reimbursement

Commuter benefits

Wellness program

Paid time off

Paid holidays

Employee training

Employee appreciation

Job summary

Stanford Federal Credit Union in Palo Alto is seeking a Retail Support Manager to lead the day-to-day operations of the Retail Support Department. You will supervise staff, coach colleagues, and ensure prompt, courteous, and compliant service to members.

You will oversee product knowledge, regulatory requirements, audits, and cross-department collaboration to enhance the member experience, while identifying process improvements and guiding teams through change initiatives.

Qualifications

• 3+ years of management experience in a financial institution.
• Bachelor’s degree or equivalent level of education and experience preferred.
• Strong financial services operations and regulatory compliance background.
• Ability to work in a fast-paced environment and supervise staff.
• Excellent interpersonal and communication skills.

Responsibilities

• Oversee Retail Support daily operations to ensure timely, compliant service.
• Coach and develop staff to achieve their potential.
• Maintain knowledge of products, services, policies, and regulations.
• Collaborate with other departments to improve customer experience.
• Monitor service levels and staff performance.
• Audit new account openings and transactions per policies.
• Lead staff meetings and training.
• Manage IRA/HSA program and tax reporting and related responsibilities.
• Identify process improvements and training opportunities.
• Participate in projects and change initiatives.

Skills

Management experience

Financial services knowledge

Operations efficiency

Coaching / mentoring

Communication skills

Regulatory compliance familiarity

Microsoft Office proficiency

Education

Bachelor’s degree or equivalent

Tools

Microsoft Applications

Job description

Stanford Federal Credit Union in Palo Alto is seeking a Retail Support Manager to lead the day-to-day operations of the Retail Support Department. You will supervise staff, coach colleagues, and ensure prompt, courteous, and compliant service to members.

You will oversee product knowledge, regulatory requirements, audits, and cross-department collaboration to enhance the member experience, while identifying process improvements and guiding teams through change initiatives.