OUR MISSION “Enriching Lives and Empowering Dreams” The Regional Support Manager manages day-to-day branch staffing coverage, supervises the region’s Regional Support Supervisors and Pipeline Branch Support Representatives (Pipeline), and works with branches to improve branch efficiency, ensuring every Member, every time receives a warm and positive experience. The role executes branch operations process improvement initiatives at the regional level in partnership with the VP, Retail Services, and is responsible for daily administrative duties related to the administration of the assigned regional teams. All Altura team members are expected to live our five core values: Caring | We treat people with compassion and dignity, both individually and collectively, to deliver the Altura difference. | Curiosity | We seek understanding through learning, openness, and continuous growth. | Community | We build connection, belonging, and shared purpose. | Courage | We act boldly and responsibly, guided by our purpose and commitment to doing what is right, especially when decisions are difficult or uncertain. | Resilience | We are rooted in our mission and purpose with strength, determination, and resolve. |
Essential Duties & Responsibilities Member Service & Branch Support - Ensure the Regional Support team consistently delivers excellent Member service, modeling and coaching effective Member interactions; monitor Member survey scores and branch feedback against established goals, and follow up with Members who leave a detractor comment within two business days.
- Assign team members to assist branches in any role necessary to expedite Member transactions and address urgent staffing needs.
- Resolve escalated Member service complaints and ensure an acceptable level of service recovery.
Staffing & Administrative Operations - Oversee daily administrative operations, including FM monthly audits, team scheduling, and addressing last-minute or urgent branch staffing needs.
- Manage vendor relationships, including approving vendor invoices, contracts, and SLA expectations.
- Oversee compliance, security, and loss prevention practices, and staffing-level Human Resources management, across the Regional Support team.
Performance & Growth - Drive achievement of annual sales and production goals, promoting teamwork and quality Member interactions.
- Maintain a proficient knowledge of state and federal regulations and Altura Credit Union's operational procedures; ensure team members are continuously trained and compliant with policies and procedures.
Leadership & Operations - Lead the team's career progression through consistent feedback and coaching; serve as a mentor to fellow managers to help foster growth and expertise.
- Collaborate with management on process improvement ideas and initiatives, serving as an operational expert on current processes, products, services, and regulations.
- Centralize hiring and onboarding for the Regional Support team and entry-level branch positions.
- Schedule, train, and monitor the workflow of Regional Support team members; conduct performance reviews using branch evaluation surveys, coaching, counseling, and Member survey (MLG) reviews; administer employee direction and correction notices as needed.
Duties, responsibilities, and activities may change, or new ones may be assigned at any time—with or without notice. Supervisory Responsibilities Directly supervises Regional Support Supervisors and Regional Support Branch Support Representatives (BSRs). Carries out supervisory responsibilities in accordance with related policies, procedures, applicable state and federal laws, and the credit union's strategic plan. Education, Experience & Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. - High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
- Minimum of three (3) years' supervisory experience in a financial institution, with the demonstrated ability to motivate, coach, counsel, and train subordinates.
- Minimum of five (5) years' experience in a financial institution, preferably a credit union
Knowledge, Skills & Abilities - Strong leadership skills, with the ability to foster cooperation and teamwork and serve as an agent for change.
- Excellent communication skills, both written and verbal, along with excellent listening skills.
- Strong organizational and time management skills, with the demonstrated ability to manage and prioritize multiple tasks under strict deadlines and constant interruptions.
- Ability to use good judgment in setting priorities and carrying out duties under limited supervision.
- Proficient math skills, with the ability to add, subtract, multiply, divide, and calculate averages and percentages.
- Fluency in Spanish is helpful, though not required.
The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. - Ability to sit at a desk and use a computer for approximately 80% of the workday, and occasionally move about the office to collaborate with staff and other departments.
- Ability to stand for approximately 20% of the workday.
- Ability to lift storage boxes of files onto overhead shelving approximately twice a week.
- This position does not require lifting or moving more than 30 pounds. Personal protective equipment is available upon request.
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