Manager Of Electronic Services

Full Time

Monday - Friday

Headquaters

630 Trade Center DR

Las Vegas NV 89119

PURPOSE:

The Primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, "Excellent Member Service and Financial Solutions - For Life," by providing outstanding service to both members and internal members. Develop a highly effective team of employees to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution.

• To deliver service in alignment with our Service Commitments
• I will earn respect and build trust by acting with integrity in every situation.
• I will understand my role in supporting the team to achieve our purpose.
• I will focus on people over products and build lasting relationships.
• I will take ownership and accept responsibility.
• I will treat my coworkers with the same high standards as I treat my member.
• I will continuously look for ways to improve myself, my credit union, and my community.
• I will accept there is no "they". We are one working toward the same mission.
• I will commit to the core values
• Develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees' performance.
• Recognize employees who perform at a high level.
• Hold employees accountable for their performance, attitude and behavior.
• Exhibits confidence in self and others; Inspires and motivates others to perform well. Effectively influences actions and opinions of others.
• Meet with each employee monthly to review previous month's performance, set goals for upcoming month's performance and develop plans to improve employee's performance.
• Demonstrate enthusiastic support of corporate mission, core values and long-term objectives.
• Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
• Train and supervise branch staff. Assign, direct, coordinate and review work performed by staff.
• Maintains a highly motivated, well-trained staff maintaining effective employee relations.

SUMMARY:

Direcs the development, implementation of practices for electronic services including incoming check and returned deposit item processing, ACH receipt and loan payment only origination, Outgoing wires, Domestic and International Incoming Wire posting, , member garnishments and IRS levy processing, external payment processing, RTP/FedNow managing, and performs escheat research and submission of funds. Ensures that all electronic services records, policies, and procedures are in accordance with regulations. Performs a variety of duties including preparation of the electronic services department budget, controlling the records, and maintaining and preparing a variety of reports and analyses to assist management in making prudent financial, service, and risk decisions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Risk Management and Compliance: Assess and manage the following areas of risk and ensure proper compliance of rules and regulations including:
  • Regulation Compliance - Remain up to date on changes and updates to Dodd-Frank Act, Regulation E, Regulation CC, Regulation J, and Regulation Z. Uniform Commercial Codes 3 and 4, Operating Circular 3, NACHA Regulations, and Check 21. Must comply with legal compliance of Garnishments, IRS levies, Department of Taxation, and Child Support liens and seizures. Must ensure due diligence is properly done on Unclaimed Property, and that escheatments are sent and filed with each state by its respective deadline.
  • Sanctions Compliance - Ensure that all incoming and outgoing electronic payments are ran through OFAC for verification. Report any matches to the Risk Management department, and properly block accounts.
  • Account Management - Ensure the Credit Union's account with the Federal Reserve and Wells Fargo are updated with the current Executive team only. Changes made to that team must be reported immediately to prevent unauthorized use. This includes, but not limited to, updating the Federal Reserve's OC-10 Authorization List, and the Federal Reserve's Official Authorization List.
  • Human Resources Management - Ensure all HR laws are being followed. Bring at-risk situations to the attention of the VP/Controller and the Human Resources department.
  • BSA compliance Ensure OFAC is being pulled on every outgoing and incoming wire and that proper logs are maintained.
  • Other - Be aware of and manage any additional situations which might place the branch or credit union in an at-risk situation.

• People Management - Assess, manage, and evaluate the staffing requirements, positions, and salary administration for all Electronic Services staff. Be able to perform the following minimal duties, including:
  • Ensure staff scheduling meets minimum service levels to meet internal member needs.
  • Perform regular review of staff work performances and meeting required credit union performance evaluation deadlines.
  • Deal promptly with people issues and concerns.
  • Conduct regular training to ensure all staff are properly trained in all areas of Electronic Services, and are aware of specific policies, procedures, practices, and regulations.
  • Conduct any coaching and counseling necessary and create Performance Improvement Plans when needed.
  • Conduct regular meetings with staff to keep them updated on promotions, incentives, new products, and any other credit union activity.
  • Conduct regular one on ones with staff to ensure they are on track to meeting their yearly goals.
  • Ensure timesheets are completed and signed off on every week.
  • Enforcement of all dress code and employee handbook policies.

• Time Management - Responsible for ensuring that projects and situations are handled in a timely manner, including:
  • Ensure all projects are completed in a timely manner
  • Ensure all meetings are conducted accordingly as to not affect service to our internal or external members.
  • Be able to perform multiple tasks at the same time and set priorities for their completion.
  • Organize events to ensure proper attendance and avoid missing meetings.

Service Excellence Management - Responsible for the total quality of experience our external and internal members will receive when contacting the Electronic Services department.

• Handle member issues and complaints in a timely manner.
• Correspond with members in writing when necessary.
• Provide follow-up with employees that bring member issues to our attention.
• Return voicemails within 24 hours.
• Ensure emails are always responded to in a professional and timely manner.
• ES queue must be answered from 8:00 - 5:00.
• Ensure staff understands and follows the Credit Union's commitment to Excellent Member Service.
• Operations - Responsible for all activities associated with the functions required of a financial institution.
  • Oversee ACH processing - Ensure all files are processed in a timely manner and in compliance with NACHA regulations. Ensure Same Day ACH files are posted and made available by the required time. Ensure return file is submitted within 24 hours to avoid any losses. Ensure compliance with NACHA and Green Book regulations. Ensure ACH files are balanced daily.
  • Oversee Check processing - Ensure the check file is posted and returned within 24 hours to avoid any losses. Submit the cash letter file every night to the Federal Reserve for deposit. Ensure compliance with Regulation CC and Check 21. Ensure all returned checks are debited from the member's account on the same day they are received. Escalate any suspicious activity to the Risk Management team for further investigation.
  • Oversee Payroll deductions - Ensure that the deductions are posted prior to every payday and that any errors are resolved. Work with CCSD if any issues arise or if the file is not received on time.
  • Wires - Post or return all incoming wires within 24 hours. Ensure proper disclosures are included and that they are correct. Ensure all outgoing wires are sent within 24 hours of request. Process and any service messages, trace requests, or recall requests. Ensure compliance with Regulation J, and the Uniform Commercial Codes.
  • Unclaimed property - Ensure due diligence on all accounts has been done. Submit Unclaimed property to the state of the member's last known address in a timely manner. Submit a Zero or Negative Report, when necessary. Provide reports to the executive team with the total number of accounts escheated and the total amount.
  • Business Banking - prepare board reports when necessary, monitor and review exposure limits on ACH files from originators, review and comply with request from RDFIs in regards to copies of authorization and late returned, respond and provide guidance related to ACH activities from internal/external sources, ensure tracking is done on return ACH entries and NOCs, monitor originator return rates for unauthorized ACH entries, ensure all originators are registered in the NACHA database, review ACH origination usage reports, update the ACH policy and ACH risk assessment, and prepare all documents for the yearly ACH audit. Ensure all files are submitted timely. Ensure ACH and check positive pay file are submitted and reviewed. Exercise due diligence on all originators. Ensure that the originators receive yearly regulation updates and that all agreements are signed and filed. Ensure wires and RDCs are processed. Register all new originators in the NACHA database.
  • Researches and solves exceptions and errors encountered in processing various transactions. Handle escalated member complaints.
  • External Payments - Ensures all payments are processed timely and that all returned payments are processed the same day they are received.
  • RTP/FedNOW - Review the portal to ensure there are not excess denials. Ensure that any exceptions are processed in a timely manner.
  • Mobile Deposits - Monitor, reject, and accept mobile deposits that except out. Ensure files are sent twice a day and exceptions are being posted within 24 hours.
  • Seizures - Process all garnishments, IRS levies, Department of Taxation requests, Child Support liens, and Spousal Support liens according to state and government laws.
  • Perform other duties as assigned.

EDUCATION and/or EXPERIENCE:

Bachelor's degree in Accounting, Business Management, Business, or Finance, plus a minimum or 5 years electronic transaction posting (ACH/Draft Files) experience.. A minimum of two years' supervisory experience with the ability to lead and supervise others. Ability to communicate verbally and in writing with others is essential.

CERTIFICATES, LICENSES, REGISTRATIONS:

Accredited ACH Professional (AAP), National Check Professional (NCP), Accredited Risk Payments Risk Profession (ARPR) preferred.

*ONLY FULLY COMPLETED APPLICATIONS WILL BE CONSIDERED*
**SEE RESUME ON APPLICATIONS WILL NOT BE CONSIDERED**
SILVER STATE SCHOOLS CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER (EOE)
DRUG-FREE WORKPLACE