Manager Account Support (Information Technology)

The Account Support Manager is responsible for leading a team dedicated to providing front-line support for everything from routine transactions to the most difficult circumstances that Retail, Member Relations Center and Learning and Development personnel have to resolve.  This is achieved through a process of developing and publishing documentation, procedures and job aids, maintaining the artificial intelligence chat bot system, and answering calls from front-line personal that need advance support.  The manager is responsible for ensuring accuracy and functionality of new processes and products by conducting thorough testing and procedure development prior to implementation. Fosters a strong service culture by coaching and promoting an environment of continuous learning and development for Account Support and Account Quality Control staff. Oversight of the support team's daily performance is a key responsibility, ensuring efficiency and effectiveness in operations. Takes proactive ownership of escalated situations, driving effective resolutions and ensuring appropriate follow-through. Collaborating with key stakeholders to identify and implement process improvements through department alignment and data-driven decision-making.

Direct Reports: Quality Control Specialist - Account Operations, Account Support Specialist

HOW YOU WILL MAKE AN IMPACT

25%      Responsible for managing and maintaining knowledge base system documentation, including job aids and procedures, to support frontline staff. Ensures the timely delivery of accurate and up-to-date resources. Collaborates with Retail, MRC, and Learning teams to ensure procedures effectively address the needs of internal departments. Prioritizes rigorous testing of new processes and products to validate accuracy, functionality, and effectiveness before implementation, preventing potential disruptions and ensuring seamless execution. Additionally, proactively communicates upcoming announcements and enhancements to frontline staff to maintain alignment, readiness, and operational efficiency.

20%      Leads process and workflow improvements by analyzing data, collaborating with key stakeholders, and implementing changes. Guides the team as a centralized resource for internal and external members, providing expertise on operational procedures, electronic services, specialized products, and credit union policies while enhancing efficiency and effectiveness.

20%      Ensure that all support staff consistently provide high-quality service to credit union members and internal teams by leading through example. Oversee direct reports to maximize productivity, efficiency, and professional growth, including responsibilities such as hiring, assigning job duties, monitoring performance, coaching, counseling, and training. Ensure compliance with regulatory requirements and adherence to the organization's mission, values, policies, and work rules. Conduct performance appraisals and provide recommendations for staff development as appropriate.

20%      Provides coaching and training to enhance knowledge of specialized accounts and electronic services policies and procedures. Stays current on emerging trends and technologies to integrate them into overall strategy. Supports team members by answering questions, clarifying processes, and recommending improvements to enhance efficiency. Ensures support staff meet goals while adhering to compliance guidelines, demonstrating extensive knowledge of department processes.

15%      Review and analyze formal and official documentation for accuracy and compliance with company policies/procedures and legal requirements. Provide guidance on handling complex or sensitive documentation. Work with compliance teams to address any discrepancies or concerns.

--           Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

WHAT YOU WILL NEED TO SUCCEED

Experience

8 + years deposit operations related experience, preferably within the financial industry plus 2+ years' supervisory experience.

Education / Certifications / Licenses

This level of knowledge is acquired through completion of a required Bachelor's degree in Accounting, Business Management, or related field. Must have and maintain a valid driver's license.

PREFERRED SKILLS

-  Professional level of verbal and written communication skills are essential to the position.

-  Advanced proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).

-  Demonstrated knowledge of Credit Union regulations, products, policies, procedures, and services.

-  The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust.

- Obtaining cooperation and agreement on important outcomes via frequently complex and senior level dialogues.

-  Advanced analytical and project management skills for a variety of tasks or projects.

- Ability to deal with complex problems involving multiple facets, variables, and situations.

- Demonstrated ability to analyze system needs, generate, and assess options and facilitate the choosing of the best fit solutions.

-  Strong team player with outstanding communication, organization, and collaboration skills

-  Able to gather, understand and interpret data to draw conclusions and make quality decisions.

-  Ability to provide world class member service while executing Interra's vision, mission, and delivery of Core Values.

 INTERPERSONAL SKILLS

-  A significant level of trust and diplomacy is required to be an effective subject matter expert in the position.

- In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience.

-  Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

 COMPETENCIES

-  Drive Engagement - Demonstrates drive and fosters an inclusive environment that motivates others. Alters approach to each person to promote optimal performance and commitment to the Interra mission, vision, and objectives.

-  Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one, small, and large groups, or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization.

-  Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.

-  Maintain Accountability - Ensures that employees understand the full range of their responsibilities with an emphasis upon standards and results. Also provides necessary support, including balanced and timely feedback.

- Manage Conflict - Constructively approaches conflict with empathy, open-mindedness, and a solutions mindset. Willing to disagree with but support decisions when made.

-  Manage Work - Clearly assigns tasks; sets clear objectives and measures; and monitors process, progress, and results.

 ADA REQUIREMENTS

Physical Requirements

-  Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.

-  Must be capable of climbing / descending stairs in an emergency situation.

-  Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.

-  Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.

-  Must be able to work extended hours or travel off site whenever required or requested by management.

§  Must be capable of regular, reliable, and timely attendance.

 Working Conditions

-  Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

 Mental and/or Emotional Requirements

-  Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.

-  Must be able to read and carry out various written instructions and follow oral instructions.

-  Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.

-  Must be able to speak clearly and deliver information in a logical and understandable sequence.

- Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.

-  Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.

- Must be able to effectively handle multiple, simultaneous, and changing priorities.

-  Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Deposit Operations