SUMMARY:

The Branch Support Assistant Manager is responsible for supporting the member service efforts of the Credit Union in a variety of ways. Branch Support is the primary information support team for all the branches. Supervising and coordinating activities of team members in the mailroom by directing the development, implementation, and maintenance of the mailing system. The Branch Support Assistant Manager is responsible for managing the Credit Union’s supply and inventory system.

The Branch Support Assistant Manager is trained to assist in all areas of Branch Support including but not limited to Debit/ATM dispute packets, account research, IRA transactions, certificate accounts, creating and updating procedures, assist with the department operations, and ensuring the team is in balance daily.

This position requires an ability to communicate effectively with prospective and current members and to represent the Credit Union in a positive and professional manner.

KEY JOB RESPONSIBILITIES:

• Responsible for supporting the branches by updating and implementing new procedures and resources as needed on The Hub.
• Assist the Branch Support Manager with the Signature Guarantee/Medallion program, plus Notary Public essential functions.
• Branch resource for legal related matters. Reviews and submit documents or questions for legal review to AVP-Operations.
• Identify, communicate, and champion process and efficiency opportunities that will benefit internal and external members. Implement recommendations for process improvements for Branch Support, Facilities, and Branch Operations.
• Coordinates the process of sorting and delivering all incoming and outgoing mail, package deliveries, and courier bags. Organize the distribution of outgoing mail and maintain an organized mailroom.
• Responsible for the upkeep of the postage meter, equipment maintenance, supply orders, and compliance related updates.
• Oversee the mutilated currency process with the branches and Bureau of Engraving and Printing.
• Oversee the unclaimed property process to the State of Michigan for deposit accounts and safe deposit boxes.
• Assist Facilities with supply ordering process, team member access and Credit Union inventory system.
• Responsible for overseeing the completion of Debit, ATM and POS debit card disputes while maintaining compliance with the Federal Regulation.
• Create clear, concise, and compelling documentation to respond to disputes.
• Identifies and analyzes the Debit/ATM card fraud cases and cardholder information. Communicates with merchants and cardholders to ensure their account safety and prevent loss. Investigates and analyzes the causes, methods and process of fraud activities and generates Debit/ATM card fraud prevention and analysis reports.
• Responsible for assisting with the Mint events with our vendor and ensuring that the venue is set up per the client’s request when the Facilities Manager or Coordinator are not available.
• Responsible for having knowledge of IRAs, Roth, HSA, Traditional, and Educational IRAs including but not limited to disbursements, RMDs, account corrections, contribution limitations, Trustee to Trustee transfers, Rollover transfers, etc. and performing any maintenance due to any other irregularities.
• Responsible for keeping accurate records and reports on all transactions and for learning and updating Credit Union policies and procedures in accordance with any changes to legislation or government regulations.
• Responsible for processing and overseeing the work queue tasks, daily and monthly reports.
• Responsible for assisting with the annual tax reporting along with any internal processes.
• Must have knowledge of certificate accounts maintenance, including but not limited to interest rates, interest calculations, terms, dividend payments, etc.
• Assist and spearhead special projects with focus on efficiency improvements.
• Responsible for assisting the Branch Support Manager with training and developing team members while providing performance feedback.
• A deep understanding of financial institutions regulations and internal policies to ensure proper adherence.
• The ability to analyze situations and resolve member or team members matters.
• Must adhere to all member service standards as set forth by the credit union.
• Perform other duties as assigned.
• Becomes/is an advocate of The Michigan First Way, supporting all facets of it, including complete fulfillment of Our Promise, 5 STARS Service, SOLVE IT and our ISMs. Fosters a positive demeanor and image through professional representation in all contacts with both, team members and members. Consistently reflects and displays each of our “ISMs” in daily job performance, as well as in all business interactions while executing our goals and initiatives. Learns and utilizes EMEC (Every Member’s Experience Counts) in day-to-day responsibilities when communicating with members only.                         

LEADERSHIP RESPONSIBILITIES:

• Directly supervises employees in Branch Support Team; carries out leadership responsibilities in accordance with our policies and applicable laws. Responsibilities include team member training, planning, assigning, scheduling, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems and making decisions.
• Follows our “Leadership Code of Conduct.”

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate's degree or equivalent from two-year college or technical school; plus at least three years of related experience and/or training at a leadership level in a financial institution (i.e., Loan Manager, or Member Services Manager); or equivalent combination of education and experience.
• Skilled expert in legal related matters presented to the branches, such as Power of Attorney, Trusts, Estates, Conservatorships, etc.
• Must fully understand Credit Union products and services and be able to assist members to use these products and services. Cooperative and positive attitude toward members and team members. Must maintain a professional appearance and demeanor.
• Thorough knowledge of Credit Union's computer system for performing complex input/output tasks.
  Must enjoy working in a fast-paced environment that requires attention to detail, accuracy and working with people.
• Must possess the talent to easily identify issues, problems or concerns, and mentor team members both individually or in a group to self-discover resolutions and solutions.
• Must possess strong organizational and time management skills and the ability to perform independently in setting objectives and take initiative to proceed properly.
• Must be able to multi-task and accomplish a high degree of accurate work that adheres to established processes, procedures and regulations.

Michigan First Credit Union was founded more than 90 years ago by educators and delivers world-class service to more than 160,000+ members at our branches throughout the State of Michigan, and we’re still growing! We offer financial solutions for every life stage and seek to positively transform our members’ lives through personalized service that meets their unique needs.

Simply put, Michigan First Credit Union’s sole mission is to provide the highest quality member experience. Working here, you’ll get to participate in a strong culture, centered around service, professionalism, and growth.

Michigan First highlights:

• 500 team members
• 32 locations spanning the Lansing area, Grand Rapids and Metro Detroit
• Industry leader in community support and charitable giving through the Michigan First Foundation
• Member Services Call Center operates 24/7/365
• Over $1.5 Billion in assets

Awards Michigan First Credit Union has been the proud recipient of:

• 2024 Best & Brightest in the Nation
• 2024 Best & Brightest in Metro Detroit
• 2024 Best & Brightest in West Michigan
• 2024 Best Credit Unions to Work For
• 2024 Crain’s Cool Places to Work
• 2024 Detroit Free Press Top Workplaces
• 2024 Michigan Veterans Affairs Agency - Certified Veteran Friendly Employer - Bronze Level
• 2021 Credit Union of the Year by NAFCU (National Association of Federally-Insured Credit Unions)
  
  

Benefits and perks of joining our award-winning team include:

• Very competitive pay
• Low-cost medical, dental, and vision benefit options. Employer-paid life and disability insurance
• 401(k) - 100% match up to 5% deferral
• Tuition reimbursement for both Undergraduate and Graduate degree program
• Access to a complimentary concierge service that assists with nearly any item on your to-do list
• Free, state-of-the-art fitness center at our Lathrup Village headquarters with exercise equipment, showers and locker rooms
• Wellness initiatives and events throughout the year to help team members stay healthy
• Loan discounts for certain secured and unsecured loans and mortgages
• Opportunities for pay increases, incentives and profit-sharing, based on performance
• Onsite subsidized top notch Cafe 26 for team members' use
• Onsite bowling center

Michigan First Credit Union is an Equal Opportunity Employer.