Manager, Deposit Administration I

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Manager of Deposit Administration is tasked with overseeing the training, development, coaching, and daily management of the Deposit Administration team, which includes Membership Support Specialists, Mail and ATM Support Specialists, and Imaging and Support Specialists. This role encompasses responsibilities such as managing garnishment and levy cases, processing cross-member transfers and wire transactions, and overseeing ATM deposits and mailed checks. Additionally, the Manager will ensure optimal imaging management and retention.

The Manager serves as a vital point of contact for branch staff and various member contact channels, enhancing member service through diligent research and resolution of account discrepancies. This role will also support the Director of Deposit Administration in daily operations, prepare monthly reports, and review and respond to member surveys. The Manager is dedicated to process improvement and efficiency while adapting to changing priorities, requiring significant initiative, discretion, and judgment. This role will also be expected to be cross-trained and support various tasks of the Manager of Deposit Administration II as needed.

Essential Functions and Responsibilities

• Analyzes and resolves complex member or employee inquiries, complaints, or problems that require advanced knowledge beyond the capabilities of individual team members.
• Oversees the work of assigned staff by determining work priorities, evaluating performance, and managing performance remediation for underperforming employees. Conduct annual performance reviews, including writing and delivering feedback.
• Supervises and coordinates staff schedules and calendars according to departmental needs.
• Identifies, develops, and recommends updates to internal standards, policies, operating procedures, and new programs aimed at improving efficiency. Collaborate with other departments to provide clear and concise written guidelines to staff.
• Oversees Departmental Operations
• Reviews and reconciles general ledger accounts associated with various funding methods.
• Cultivates strong relationships with members and internal departments, addressing escalated member service issues with professionalism and effective follow-through.
• Maintains transparent communication with team members, peers, and management through regular meetings and feedback sessions to convey departmental updates, policies, and employee feedback.
• Monitors team interactions across all communication channels to ensure compliance with Credit Union and department policies and procedures.
• Enforces adherence to all security policies to mitigate the risk of fraud.

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned. Must be able to back up all areas of responsibility assigned to the group

Knowledge, Skills, and Abilities

• Advanced understanding of Credit Union operations, financial products, services, and delivery systems.
• Advanced PC skills, including intermediate proficiency in Microsoft Excel and Word.
• Excellent communication skills in English, both verbal and written.
• Superior interpersonal skills, capable of engaging with diverse personalities in a tactful and mature manner.
• Strong arithmetic skills with the ability to resolve member complaints effectively and coach team members.
• Proven leadership abilities with a capacity to motivate teams toward achieving goals.
• Ability to work well under pressure in a goal-oriented environment.
• Comprehensive understanding of business processes within the credit union.
• Detail-oriented and organized with the ability to prioritize and multitask.
• Flexibility to adjust resources and priorities as required.
• Capacity to complete all assignments with minimal supervision.
• Strong commitment to providing excellent service to Truliant's members.

Physical Requirements

• Ability to sit at a desk for extended periods and use a computer.
• Proficiency in using a telephone, including wearing a phone audio headset.
• Capability to lift or move objects moderately (up to 5 pounds) and occasionally up to 10 pounds.

Education and Background

• Bachelor's degree or equivalent experience required
• Previous management or supervisory experience required
• 3 years previous call center experience preferred
• Previous financial industry experience preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account