Support Services Supervisor

Coast360 Federal Credit Union; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Coast360 Federal Credit Union in Kentucky seeks a Support Services Supervisor to oversee daily operations, ensuring accurate member servicing, internal controls, and security. The role supports the Support Services Manager, coordinates team duties, trains staff, and handles report reviews and performance evaluations.

The position emphasizes cross-selling credit union products while maintaining high service standards and compliance with policies.

Qualifications

• GED or high school diploma required.
• 3+ years of progressive member/customer service experience in a full service financial institution.
• At least 1 year of supervisory experience.
• Ability to read, analyze, and interpret policies and procedures.
• Strong communication and interpersonal skills.
• Proficiency with Microsoft Office and standard PC software.

Responsibilities

• Coordinate and delegate team duties; prepare work schedules.
• Train staff in procedures, compliance, and credit union philosophy.
• Monitor performance and provide coaching to meet standards.
• Review daily, weekly, and monthly reports and complete staff evaluations.
• Resolve member inquiries and account discrepancies; assist with account activity.
• Cross-sell credit union products and services.

Skills

Customer service

Supervisory experience

Regulatory compliance

Communication

Team leadership

Education

High school diploma / GED

Tools

Microsoft Office

Job description

Overview

Position Type

Full Time

Description

SUMMARY:

Under the guidance of the Support Services Manager, is responsible for the internal operation of the Support Services Team, including quality of member service, effectiveness, internal controls and security. Assists manager with achieving goals and objectives, resolving account and process discrepancies, employee performance improvement and development, employee evaluations, reports, audits, and other essential duties. Oversees the daily operations support functions to include review of RSD transactional activities related to new accounts, closed accounts, dormant account activations, account maintenance and loan closings; review and resolution of below par and negative balance memberships, dispute resolution, IRA and shared branch transactions, and annual escheat of accounts; coordinates the handling of returned mail, system generated account notices and inventory of division forms and supplies.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following job functions. Other job functions may be assigned from time to time. The job functions contained herein are intended to be supplemented by “Task Lists” which describe various individual tasks associated with each job function.

Coordinates and delegates team duties or projects and prepares work schedules.

• Advises employees with questions, problems, or discrepancies that arise from their reviews or investigations. Refers to Support Services Manager or Chief Operations Officer of any situations that cannot be resolved.
• Trains Support Services staff in functions, practices and procedures, including operation of system, regulatory compliance and credit union philosophy.
• Monitors, oversees, and motivates in interpersonal skills and techniques to ensure employees’ ability to meet or exceed established department standards goals.
• Examines work for exactness, neatness, and conformance to policies and procedures.
• Reviews and prepares various daily, weekly, and monthly reports.
• Completes staff performance evaluations.
• Cross-sells credit union products and services.
• Performs other duties as might be assigned from time to time.

Ensures resolution of member inquiries, concerns, documentation errors or discrepancies; occasionally performs functions on accounts and problems related to transactions.

SUPERVISORY RESPONSIBILITIES:

Supervises employees in the Support Services team; carries out supervisory responsibilities in accordance with the credit union's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; providing feedback and input for performance reviews; addressing complaints and resolving problems.

PERFORMANCE STANDARDS:

Ensures maximum productivity of the workgroup supervised is balanced against the requirements and expectations of service delivery standards. Maintains an efficiently operating section of well trained and smoothly performing employee group, working interdependently as a team. Utilizes interpersonal skills effectively in a team environment. Displays leadership ability plus a professional attitude and appearance at all times.

Knowledge of all types of account ownership, account classifications, and credit union services. Performs functions in an accurate and timely manner.

Consistently assists in attaining the goals and objectives of the credit union. Communicate effectively with members and fellow workers.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

EDUCATION and/or EXPERIENCE:

A high school or general equivalency diploma (GED) is required; plus three or more years related progressive experience in member/customer service in a full service financial institution and one year experience in a supervisory capacity, or an equivalent combination of formal training and/or experience which provides the necessary knowledge, skills, and abilities thereof.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret documents such as general business periodicals, technical procedures, governmental regulations, l oan agreements, or credit union policy and procedure manuals. Ability to write routine reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, members, employees, and the community.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of financial management. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations involved in job functions and practices.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Has the ability to define problems, collect data, establish facts, and draw valid conclusions. In certain circumstances, problem resolution may require considerable diplomacy while dealing with difficult people.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid Driver’s License

OTHER SKILLS and ABILITIES:

Ability to operate standard office equipment and tools such as postage machine, fax machine, telephones, photocopier, typewriter, and utilize appropriate versions of current computer software (e.g., Microsoft Office).

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

MENTAL DEMANDS:

The mental characteristics necessary to competently perform this job to include the frequent need to write, and the continuous need to be resourceful, persuasive, and creative in problem resolution. In addition, the incumbent requires imagination, concentration, and negotiating skills to be successful in performing the job duties.