Electronic Services Manager

ELECTRONIC SERVICES MANAGER
 
Position: Electronic Services Manager
Hiring Range: $55,875.62 to $62,000 DOE
Benefits: Yes
FLSA Status: Exempt
Employment Status: Full Time
Location: Casper, Wyoming (on site)
 
ABOUT UNIWYO CREDIT UNION:
For over 70 years UniWyo Credit Union has been diligently serving Wyoming communities.  What was started by nine University of Wyoming employees has grown into a premier financial institution serving over 56,000 members at 8 branches across the state. This credit union was built to provide an enormous amount of value to the members through low loan rates, high dividend rates, and low-cost services.
As committed as we are to serving the members of UniWyo we are just as committed to creating one of the best work environments. In fact, we believe that these two things go hand in hand. UniWyo features an extremely open work environment, full of opportunity and challenge. UniWyo also offers a full benefit package which will allow you to maximize your life!
 
EXAMPLES OF DUTIES: The Manager of Electronic Services will leverage electronic services to efficiently meet members’ needs. Expertise in these services is crucial for troubleshooting and resolving issues swiftly, ensuring that members receive the support they expect. Staff must be equipped with the knowledge to navigate various platforms and technologies, enabling them to address inquiries and concerns effectively. This expertise not only enhances member satisfaction but also promotes confidence in the credit union's commitment to quality service.
Project implementation plays a vital role in enhancing the range of electronic services offered. Active involvement in these projects allows for the integration of innovative e-service products that align with members’ expectations. By collaborating with cross-functional teams, staff can contribute valuable insights that help shape the development and rollout of these services. This proactive approach ensures that electronic solutions are both user-friendly and in compliance with regulations, ultimately facilitating a seamless experience for members.
Maintaining effective employee relations is paramount for cultivating a motivated and knowledgeable workforce. By supervising Electronic Services Specialists on a daily basis, management can provide real-time coaching and feedback, fostering an environment of continuous improvement. This hands-on approach not only enhances team performance but also builds a cohesive unit that is well-versed in the latest electronic services. A well-trained staff is essential for maintaining high standards of service, ensuring that members receive accurate and courteous assistance at all times.
Training materials are essential tools for ensuring that both staff and members are informed about the electronic services available. Developing and maintaining these resources allows for consistent messaging and understanding of product offerings. Furthermore, administrative duties related to the electronic services position, such as communication with the VP Project Management and conducting OKRs, are crucial for aligning team goals with the overall mission of the credit union. These responsibilities ensure that the team remains focused and equipped to meet evolving member electronic needs.
Recruiting and training new employees is another key aspect of sustaining a high level of service. The hiring process must be thorough, ensuring that candidates are well-suited for their roles. Once hired, new employees must receive comprehensive training in the computer systems and procedures relevant to their jobs. This foundational knowledge is critical for efficient service delivery and adherence to credit union policies and regulations, particularly those related to electronic services.
Moreover, an in-depth understanding of industry regulations, such as Regulation E, Visa rules, and NACHA guidelines, is essential for maintaining compliance and safeguarding member interests. Ensure timely processing of ACH files and the management of card disputes (including a monthly review/balancing of the GL) are vital components of this role, reinforcing the importance of diligence and adherence to established timelines. Through these efforts, the credit union can ensure the integrity and reliability of its electronic services, ultimately benefiting all members.
Will also require active participation in monthly meetings, where you will provide updates on key initiatives and communicate relevant information to the appropriate teams. Additionally, you will be responsible for completing monthly electronic service reports, offering insights on product usage, and sharing feedback to the Vice Presidents to support continuous improvement and strategic decision-making.
Performs other duties as assigned or required.
 
KNOWLEDGE, SKILLS, AND OTHER CHARACTERISTICS:

• Ability to multi-task.
• Maintains a calm and courteous demeanor in demanding situations.
• Educated in credit union policy and regulations that pertain to electronic services.
• Provide accurate, courteous, friendly, timely and professional service to all members. 
• Develop an understanding of credit union history, philosophy, and comply with all operational policies and procedures.
• Knowledge of internal and external use of products and services.
• Knowledge of NCUA rules and regulations.
• Skill in assessing, prioritizing multiple tasks, projects and demands to meet deadlines.  
• Skill in assessing, analyzing, identifying, and recommending solutions to problems. 
• Promote the well-being of our members, volunteers, employees, and community. Establishing and maintaining effective working relations with co-workers, volunteers, community, representatives from other credit unions, general public and/or others having business with UniWyo CU. 
• Skill in operating a personal computer utilizing a variety of software and operating systems/applications.
• This position requires managerial experience, including overseeing teams, managing project timelines, and driving performance to achieve organizational goals.

• Must be proficient in word processing and current spreadsheet software. Excellent written, oral, and interpersonal communication skills. 

• Maintains a professional work environment and businesslike appearance.
• May be required to move and/or transport heavy, bulky supplies, materials and/or other items weighing up to 30 pounds.
• May be exposed to potential physical harm and infectious diseases.
• May be required to work outside the traditional work schedule.