Retail Support Administrator in Flint, Michigan at Financial Plus Credit Union

Job Title: Retail Support Administrator

Department: Retail Delivery

Reports to: SVP of Retail Delivery

Hours per Week: Salary Exempt

Company Summary

Welcome to Financial Plus Credit Union (FPCU)- The Place that brings Dreams within Reach.

At FPCU, our mission is simple but powerful: Empowering people and communities to strive for more through knowledge, innovation, and service that brings dreams within reach. We are more than a financial institution. We are a growth engine for our members, our teams, and our communities.

We are a purpose-driven organization grounded in five values: represent with purpose, empower through knowledge, appreciate and accept, champion new possibilities, and help make things easier.

FPCU is a team of high performers who care deeply, support each other, work hard, and continuously push forward. We don’t just show up, we represent our purpose every day and every time we interact with our members and teammates. We invest in our people, challenge them to grow, and support them in becoming the best version of themselves.

Joining FPCU means leveling up your career. If you are someone who thrives in a fast-paced, positive, and purpose-driven culture, and you’re ready to grow with an organization that is actively evolving, we want you to join the team!

Position Summary

Facilitate administrative support for Retail Management teams. Identify effective procedures and document them to create E3 experience for employees and members. When procedures are creating friction, facilitate and document appropriate changes accordingly. Participate in strategic initiatives and new product offerings. Report monthly, quarterly, and annual performance of membership, ancillary insurance sales, and retail trends. Execute assigned duties with accuracy and efficiency.

Essential Function and Responsibilities

To uphold FPCU’s mission statement and support its strategic retail direction to deepen member relationships by providing SPARK! Service. This includes, but is not limited to:

Essential Functions & Primary Responsibilities

• Communicate properly with retail employees to ensure positive and clear understanding of branch goals and direction.
• Collaborate with Finance team to prepare monthly retail reports related to membership growth,
• product penetration, ancillary insurance products, branch transaction volume, and contact center metrics.
• Assist in the development and execution of the Retail Incentive Plan. Manage monthly incentive disputes and maintain record of incentive payouts.
• Support Sales Manager’s deposit and loan growth initiatives by identifying ways to increase efficiency while maintaining a focus on providing SPARK! Service standards.
• Manage the ancillary insurance product suite, including the monthly, quarterly, and annual reporting of sales and profitability.
• Manage retail related invoices and vendors.
• Develop and maintain a library of procedures as it relates specifically to each retail product type.
• Partner with learning & development for employee training needs.
• Maintain a high level of policy, process, procedural, and product knowledge of all branch products and services
• Maintain a high level of knowledge on all retail-related systems.
• Create scripting and communication for employees and member updates.
• Actively participate in retail procedural and operational improvements by working with the sales managers and other departments as necessary.
• Oversee the Benefits Plus program and report on profitability, product penetration, and training.
• Partner with member experience on the performance and engagement of retail’s NPS and ENPS scores Identify areas of concern and partner with Director of Retail Delivery for service improvement opportunities.
• Assist Director of Retail Delivery in the development and launch of retail products and processes.
• Work with project management on the implementation of new processes and products related to retail.
• Assist in administrative duties for retail partners such as Fedline, CUNA, Alloya, Harland Clarke, Kronos, FP Horak, American Business Solutions, and Loomis.
• Provide SPARK! Member service, through strong problem-solving ability and exceptional follow up skills.
• Enforces compliance with all federal and state laws and regulations, including the Bank Secrecy Act (BSA), Patriot Act, and Office of Foreign Asset Controls (OFAC) requirements, and should request legal interpretation as necessary to identify compliance concerns.
• Adhere to applicable federal and state laws, regulations, and internal compliance with standard polices relevant to their roles and responsibilities.
• Perform other duties as assigned.

Qualifications & Education:

• A minimum of five years’ experience in financial institutions with at least 3 years’ retail experience
• Associate or bachelor’s Degree required
• Proficiency with Microsoft 365 and relevant systems
• Must be bondable.

Skills and Abilities:

• Must possess outstanding organizational, analytical, problem solving and project management skills
• Must be able to coordinate multiple projects and provide appropriate directions and updates to facilitate completion
• Must possess strong attention to detail and accuracy
• Ability to adhere to internal policies as well as external policies and regulations set forth by the NCUA and other regulatory bodies
• Be able to work independently with little direction
• Must present a positive and professional image through effective verbal and written communications.
• Good working knowledge of Microsoft Word
• Good working knowledge of Excel with an ability to analyze data and draw conclusions
• Represents FPCU with professionalism and purpose, communicating with members through respectful and solution-focused verbal and written communications that support a member-focused experience.
• Engages in effective interpersonal communication, diplomacy, and collaboration skills to develop productive relationships, encourage cooperation, and support positive member and employee experiences. Maintains compliance with all applicable policies, demonstrating integrity, respect, and accountability while handling sensitive information and complying with FPCU policies, regulatory expectations, and confidentiality requirements.
• Ability to apply logistical reasoning, analytical skills, and professional judgment to define and solve problems with effective and compliant solutions.
• Adaptable, resilient, and comfortable navigating change in a fast-moving environment
• Embraces innovation and continuously seeks better ways to serve members and support teams
• Ability to calculate figures and amounts such as add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages
• Ability to define problems and seek solutions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Certifications, Licenses

• Internal annual compliance testing required

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary work; sitting most of the time. May occasionally exert up to 10+ pounds of force.
• The noise level in the work environment is professional and typically moderate.

Additional Information

This job description is not a complete statement of duties and responsibilities. Responsibilities may evolve based on opportunities and development for business growth.

At Financial Plus Credit Union, everything we do is a commitment to representing, appreciating, and empowering every member and employee—every day, every time. If you are a high performer who is ready to grow, contribute, and be part of something bigger, we invite you to level up your career with us.