Retail Support

1 month ago

Portland, Oregon, United States OnPoint Community Credit Union Full time

JOB SUMMARY:

Functions as a first level resource for the branches for procedural and operational support. Uses resources to guide staff through procedures, including complex situations. Leads by example with excellent member service skills and leadership abilities. Works along with Assistant Retail Support Line Manager and other Retail Support Line teammates to best serve retail staff.

ESSENTIAL FUNCTIONS:

Acts as the first level resource to branch staff for questions/issues on member inquiries.Provides professional, high-quality service to our members and OnPoint staff.Helps resolve escalated situations and researches complex issues in a proficient, timely manner to include communication directly with the member.Makes decisions to assist staff and members within appropriate authority and factoring applicable risk.In more complex scenarios, sources to the appropriate channel via "warm transfer" for solution.Recommends procedural changes to improve efficiency and/or improve member service.Identifies, communicates and addresses training needs of branch staff with the Assistant Retail Support Manager.Performs additional duties as required by Assistant Retail Support Manager.KNOWLEDGE, SKILLS & COMPETENCIES:Thorough knowledge of OnPoint products and services. Ability to quickly adopt and support frequent updates and changes.Thorough working knowledge of OnPoint internal systems (Core) and applicable software programs.Working knowledge of regulatory requirements and current credit union policy and procedures.Strong professional verbal/written communication skills.Ability to use positive communication techniques to effectively resolve complex situation, both verbally and in writing.Leadership ability to motivate and earn the confidence of staff with positive reinforcement and encouragement.Ability to act as a role model for phone-based member support and sales.Highly proficient and creative at problem resolution.Ability to take initiative within appropriate authority.Ability to work well as a member of a small, collaborative team.MINIMUM QUALIFICATIONS:High school diploma or GED.Minimum Two year financial industry experience.Minimum two years of member service or applicable experience.Available to work Saturdays. At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background. We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don't let imposter syndrome hold you back Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience. Apply Now Other details Job Family Retail Delivery Job Function Retail Delivery Pay Type Hourly

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