Specialized Accounts Team Leader, Chelmsford, MA, Full-Time, Hybrid

Schedule

M-F, 8am-5pm (40 hours)

What You'll Do

Summary/Objective:

The Specialized Accounts Team Leader has expert industry knowledge of the rules and guidelines for Personal, Business, Trust, and Fiduciary Accounts and for the New Accounts department. This position provides awareness and insight on all aspects of specialized accounts to develop with the manager an ongoing account opening and specialized accounts management process that best meets member and DCU needs. The Specialized Accounts Team Leader is responsible for cultivating a positive, productive work environment, which includes ensuring the development, training, and coaching of all team members, and the meeting of all Service Excellence standards and Key Performance measurements. The Specialized Accounts Team Leader is also responsible to support the New Accounts manager by supervising the daily workflow of the Specialized Accounts Team and working closely with the Support Services Project Administrator in the implementation of projects.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Possesses a high-level knowledge of Deposit Accounts (Personal, Business, Trust, Fiduciary) guidelines and other applicable rules and regulations to ensure account opening processes are compliant.
• Maintains industry knowledge on deposit products, as well as all associated technology, and makes recommendations to management for enhancements.
• Stays abreast of changes to regulations and ensures the relevant policies and procedures are updated and communicated to appropriate staff members.
• Creates policies and procedures in areas of oversight in DCU required format; ensures polices and procedures are updated as changes are made.
• Oversees daily Specialized Accounts functions including all aspects of application processing and additional account requests.
• Develops relationships with core vendors and related systems suppliers to keep abreast of enhancements and changes within the industry. Works collaboratively to address issues, facilitate upgrades and offer new benefits with said vendors.
• Works with manager to develop strategic and tactical plans for account opening-related projects and initiatives.
• Liaison for the audit, compliance and enterprise risk areas for relevant assessments performed and actively involved in resolving findings to ensure future compliance. This will include Key Risk Indicator reporting, all audits related to account opening, Enterprise risk assessments, risk control assessments, and ensure that self-testing is performed.
• Communicates effectively and regularly with all team members, though various methods, on DCU and department related initiatives, to ensure employees are engaged and feel part of a team dynamic.
• Manages daily staff schedules, workflow and phone coverage relating to account opening to ensure the completion of assigned tasks within service expectations.
• Coaches and develops staff by providing adequate training for all job responsibilities. Sets performance goals and mentors staff on Service Excellence expectations, providing timely feedback through Call Monitoring, one on one meetings, team meetings, and employee performance evaluations.
• Oversees and/or assist in the management of projects, upgrades and enhancements relating to Core/Host and Specialized Accounts.
• Oversees system validation for internal releases and enhancements and reports findings.
• Conduct interviews and participate in the hiring of new Specialized Accounts Team Members.
• Provides documents to management regarding performance measures and project updates, including writing and delivering reviews, annual employee evaluations and any necessary verbal and written warnings. Recognizes performance and provides constructive feedback as necessary for the growth and development of team members.
• Actively contributes to DCU's Success Sharing initiatives and consistently practices DCU's principles of People Come First; Do the Right Thing; Make a Difference.
• Maintains a high level of professionalism and respect during interactions with both members and colleagues alike. Appropriately handles more detailed, complex, and escalated calls.
• Tracks Member Complaints in accordance with the Member Complaint Guidelines. Provides timely resolutions to member complaints that have escalated to the highest level within the department. Reviews underlying facts of complaint, determines an appropriate solution, and delivers the response to the member. Makes recommendations to management designed to reduce the number of complaints.
• Maintains a strong working knowledge of and adheres to all DCU policies and procedures.
• Performs work functions with high attention to detail, within established timeframes and follow through as needed to complete tasks.
• Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned.
• Perform all other job-related duties as assigned by Manager(s).

Supervisory Responsibility:

• Team Leader would be responsible to manage a team of up to 10 members.

What You'll Need

• Must have a bachelor's degree or equivalent work experience.
• Must have 1 year of supervisory or management responsibility experience.
• Knowledge of back-office procedures in account opening, specialized accounts requirements and guidelines
• Must have strong background in customer support and possess superior service skills

What We Do

DCU is the largest credit union headquartered in New England - serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance and a community that cares.

DCU is an equal-opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

DCU is not currently offering Visa transfer/ sponsorship for this position.

Expected Pay Range