Credit Card Operations Supervisor jobs in Santa Ana, CA

Workplace Excellence.  Through our associates' opinions and voices, Orange County's Credit Union is a proud recipient of the Peter Barron Stark award for highest associate satisfaction in the workplace! We’re proud to say we’re a premier financial service provider with over 85 years of experience serving 123,000 members, Orange County's Credit Union is currently $2 billion in assets & growing.

Our mantra is Putting People First: Connect, Discover, Deliver & Wow! If your desire is to serve people, this role is rewarding, brings purpose to the community, and provides the opportunity to make a difference! 

As the Branch Supervisor you oversee the daily branch operations, creating Orange County’s Credit Union promoters through extraordinary Member experiences. You'll guide and assist Associates to achieve personal, Team and Credit Unions goals and strategic objectives, by comprehending Member preferences, and by providing  ‘trusted advisor’ service. The successful Branch Supervisor exhibits Leadership Fundamentals and maintains awareness of changes in branch banking environment and adapts accordingly.  

ESSENTIAL FUNCTIONS:

• Relates favorably with members (external and internal) in all encounters, conveying information and communicating with Mutual Respect in such a manner that results in new account relationships and referrals. Utilizes Voice of the Member (surveys, feedback loop, and personal interactions) to improve processes, Member Service, and Net Promoter Score.
• Uses sound judgment, evaluates and resolves issues, identifying appropriate action to be taken and directs associates in the resolution, and insuring Member satisfaction. 
• Demonstrates and utilizes tact, diplomacy and effective communication with both Members in escalated encounters, and with Associate conflicts, focusing on the Put People First philosophy. 
• Meets/exceeds all individual sales and referral goals, and encourages and coaches others to achieve their sales and referral goals. Uses innovations when evaluating current practices and makes recommendations, that improve efficiencies. 
• Demonstrates the experience to prioritize department workload and handle multiple tasks, and the aptitude to adapt to change and attend to difficult and tough scenarios in a professional manner.
•  Assists with the recruitment, selection, development, and training of the staff to achieve department and credit union goals and objectives.  
•  Provides ongoing feedback to associates. Schedules regular coaching session and one-on- one meetings with each team member. Evaluates work performance of associates through timely and regularly scheduled reviews. Uses  on-the-spot coaching and feedback. Assigns iLearn modules, and available workshops that will contribute to the personal and professional development of Associates. 
• Rewards and gives recognition frequently to deserving associates.  Recommends promotions, salary adjustments and conducts corrective actions, including terminations, as needed; and effectively handles other associate related issues.  
• Represents the Credit Union in a professional manner at every encounter, including business development and networking opportunities. Contributes to the annual Branch Strategy and budget process and follows-through to achieve goals. Cross sells and promotes credit union products and services as opportunities arise.
•  Performs on the Four Fundamentals of Leadership (Strategic thinking, Execution skills, Leading the talent and Personal proficiency) and 360 degree leadership experiences.

QUALIFICATIONS:

• Five years work experience in branch operations and member facing roles including two years of supervisory experience in a financial institution, or equivalent.  Experience in customer relations, problem resolution and error correction.
• Experience with consumer loan applications and funding loans. 
• Knowledge of sales and service, including the experience to coach others in the areas of performance management, feedback for development and the performance of essential functions, or possesses the ability/ attributes to learn and perform successfully in this role.
• Possess knowledge of account administration, including various types of accounts and the legal requirement surrounding them. Have working knowledge of Regulation D and E.
• Spanish-Bilingual preferred. 
• Final offers are based on experience, qualifications, internal equity. The hourly pay range for the Branch Supervisor is $28.00 - $35.00. 

GENEROUS BENEFITS INCLUDE:

• Anthem Vivity HMO & Delta Care USA Dental – OCCU covers 100% of the associates' monthly premium.
• Life insurance at no cost to associate.
• 401(k) – OCCU automatically contributes 3% of the associate's earnings PLUS matches up to 5% of the associate’s contribution (dollar for dollar).
• Vacation hours – 13 days per year, rolls over year to year, and increases with tenure.
• Sick hours – 7 days per year and rolls over year to year.
• Paid Holidays 
• Annual performance merit increases 
• Professional and personal development programs, including educational grants up to $2k per year, and step progression opportunities.    
• Annual discretionary bonus (2022 was over 7 %!)
• Professional, welcoming, and collaborative work environment focused on achieving goals, recognizing successes, and excelling at member service.