Lead and coordinate all retail and cross team processes and procedures to ensure efficient, compliant and up-to-date procedures are in place for the retail division. Collaborate with Product Management, Lending, Learning and various back-office support teams to facilitate process design, procedure development, communication, testing, training, support and implementation for the Member Engagement Division.

What you will do here:

Coordinate with project stakeholders to develop or maintain retail processes and procedures for new or existing products and services.

Develop, analyze, maintain and improve current procedures, system functions, methodologies and processes while balancing compliance, risk, member experience and operational efficiency.

Represent the retail division in the development of training, tutorials, marketing materials and job aides including, but not limited to, defining requirements, reviewing content, and gathering feedback from end users.

Design, develop, and maintain functional test plans and resources for the various testing and release management phases (i.e. regression, user acceptance and production checkout) for the various retail systems, applications, documents and ongoing initiatives.

Create communication between back office and front office to facilitate and streamline the exchange of information.

Provide support to branch and support team members within retail as well as department employees for procedural or system questions, troubleshooting and clarification.

Participate in implementation, enhancement, and administration of new technology across Member Engagement. Assist Chatbot/IVR administrator with phone system changes, upgrades, and quality control

Maintain a general knowledge of credit union departments and how they interact with each other to interpret back office needs and translate them into functional and efficient procedures.

Perform other job-related duties as assigned

What you will need:

High School Diploma or GED required.

Hands-on experience working in banking/financial service operations required.

Hands-on experience working on product/project teams focused on process and procedure design, maintenance and communications preferred.

Working knowledge of Microsoft Office Suite including Outlook, Word, Excel required.

Extensive working knowledge of retail banking concept, practices and procedures required.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.