Business Member Support Account Servicing - Sup - Business Member Support Servicing (Full-Time)

Job Title: Supervisor - Business Member Support Servicing
Status: Exempt
Reports to: Sr Manager - Business Member Support Account Servicing
Department: Business Member Support Account Servicing
Job Code: 11637
Pay Range: $93,700.00 - $95,000.00 Annually


WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You are a collaborative and results-driven leader with expertise in business account and loan servicing, team development, and operational excellence. You excel at leading high-performing teams, enhancing member experiences, managing risk, and driving continuous improvement. Through coaching, innovation, and strategic leadership, you foster a culture of accountability, service excellence, and professional growth while ensuring business members receive exceptional support and solutions that align with organizational goals.

WHAT YOU'LL DO:
• Promote a culture of member excellence, teamwork, and continuous improvement within the BMS team. Recognize and celebrate achievements, share success stories, and encourage and empower staff.
• Assist with escalated complex matter to ensure member satisfaction.
• Supervise the Business Member Support Team to ensure alignment with corporate strategic objectives focused on establishing the company as a premier financial service provider for small businesses and organizations.
• Oversee day-to-day operations of the Business Member Support Team, including assigning tasks, managing workflows, and ensuring timely completion of document review processes. Responsible for disciplinary actions, training new employees, as well as ongoing training of established employees.
• Implement innovative initiatives within the team to enhance efficiency, accuracy, and effectiveness in serving Business members.
• Conduct risk analysis and monitoring to identify potential areas of concern and implement appropriate mitigation strategies.
• Foster team development and motivation by providing guidance, coaching, and training to team members to enhance their skills and capabilities.
• Monitor and evaluate team performance metrics, including call quality, customer satisfaction, and productivity, and provide feedback and coaching to drive continuous improvement.
• Focus on providing a seamless onboarding experience for new Golden 1 Business members, ensuring their needs are met and expectations are exceeded.
• Ensure team productivity by setting clear performance expectations, monitoring performance metrics, and providing regular feedback and recognition.
• Cultivate a member-centric environment within the team, emphasizing the importance of delivering exceptional service and building strong relationships with business members.
• Support the Department Manager across all departmental functions and performance areas, assisting with strategic planning, goal setting, and performance evaluation.
• A digital leader who is collaborative, and adaptable. Drive digital transformation within the organization by embracing innovation, taking risks, and empowering their team to drive positive change.
• Provide visionary leadership and strategic guidance to the team, drawing from experience and knowledge. Develop and communicate a sharp vision, mission, and objectives for the team to ensure alignment with organizational goals. Provide insights and recommendations based on a comprehensive understanding of financial dynamics.
• Leverage various communication mediums to share insights, updates, and strategic direction. Foster transparency in financial reporting and decision-making processes. Foster a positive, inclusive, and engaging work environment by promoting skill development, coaching for improvement and growth, inspiring others through words and actions and encouraging positive employee morale by living out our Mission, Vision, and Core Values.
• Foster collaboration both within the team and across different departments or teams within the organization. Collaborate with cross-functional teams to align financial strategies with broader organizational goals. Provide financial expertise to support decision-making across departments. Foster mentorship and guidance to team members, nurturing their professional growth and development. Identify opportunities for training and skill enhancement to ensure the team remains at the forefront of industry trends. Provide additional support throughout the department and perform other tasks and duties as assigned.
• Empower team members and foster professi