Manager Account Servicing

The Manager, Account Servicing is responsible for supervising the daily operations within the Account Servicing department. This role will also work closely with partners in the Contact Center, NFCs, and Digital to support and service a consistent member experience across all channels. The Manager, Account Servicing will serve as an expert voice and drive education within the department for complex issues supported by staff for members and frontline partners, such as IRAs, fiduciary/trustee requests, and all facets of deceased account processing. The Account Servicing Manager will partner with leadership to create and drive vision and lead through change as needed.

Responsibilities

• Perform all responsibilities in accordance with BECU Competencies, compliance, regulatory and Information Protection requirements.
• Provide ongoing coaching, and training of staff to develop and encourage their performance. Meet with staff on a timely basis for the purpose of conducting personnel evaluations and providing feedback.
• Serve as an escalation point and mentor for Supervisors, Leads, and Staff.
• Manage relationship with governmental agencies relative to verification of deposits for Medicare, SSI and housing.
• Manage coordination and integration of critical projects, changing processes, and local initiatives affecting Account Servicing. This includes project scope, requirements, testing, implementation, and disaster recovery strategy and execution.
• Perform continual review of existing metrics and introduction of new metrics and measurements that demonstrate the departments work efforts and performance.
• Stay current with BECU policies, and regulatory requirements in regard to IRA products and parameters for funding and withdrawals, including impacts to accurate tax recording; both functionally and in service to BECU NFCs and membership.
• Oversee departmental budget adherence and research to explain existing variances, as well as projected variances.
• Provide recommendations for developing departmental objectives and goals for performance and incentive.
• Adhere to all Credit Union policies affecting the maintenance of deposit products and services.
• Ensure that all necessary reports are prepared, maintained, and monitored on a regular basis, and provide any additional reports or statistical information as requested.
• Drive improvements both in process and technological advancements readily at disposal as well as seeking longer term solutions.
• Document written procedures for all applicable functions to provide staff with instructions and guidelines for daily operations.
• Knowledgeable with outside department interactions with the Account Servicing department while working in cooperation with other leaders in the Division for the purpose of promoting teamwork, problem resolution and maintaining effective communication.
• Through effective leadership skills ensure that all members receive prompt, efficient, courteous, and professional service and that member escalations and complaints are resolved promptly and courteously.
• Perform additional duties, as assigned.

Qualifications

• Bachelor’s degree in business or equivalent work or education-related experience required.
• Minimum one year of supervisory experience required.
• Minimum four years of experience working in a servicing/operational environment, within a financial institution required.
• Effective leadership and negotiation skills required; including a comfort-level to interact frequently with all levels within the department/organization.
• Proficient verbal and written skills to effectively communicate.
• Effective in key operational areas; including budgeting, planning, project management and technical expertise.
• Have a thorough knowledge of state and federal laws related to support operations including any federal or state reporting and compliance requirements.
• Full time hours required with additional hours as necessary.
• Proven ability to manage self and team in a remote/hybrid environment

EEO Statement:

BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.