Member Resources

Operations Lead, Back Office – United Teletech Financial FCU

Hybrid role in the location:
United Teletech Financial Federal Credit Union
205 Hance Avenue
Tinton Falls, NJ  07724

Contact: ccinko@utcu.org

Purpose

Responsible for a range of operational duties across the back office to ensure policies and procedures. Lead the back-office team to provide “whatever it takes” service while maintaining efficient operations and supporting member experience.

Core Requirements

• Minimum of five years of successful back-office operations experience.
• Minimum two years in supervisory or management capacity.
• Experience in software implementation and project management, helpful.
• Bachelor’s degree or equivalent work experience.
• Maintain up-to-date understanding of industry trends and technical developments that support quality member service and improve efficiency.
• Ambition and desire to lead others in the service of member needs. 
• Motivated to exceed goals.
• Handle Member escalations
• Ability to coach and model relationship building and referral techniques.
• Ability to think critically and solve problems.

General Requirements

• Must be professional in appearance, upbeat, energetic, dependable, take initiative, and take pride in work.
• Strong commitment to provide excellent customer service with a “whatever it takes” attitude.
• Strong work ethic.
• Excellent verbal and written communication skills, combined with proven verbal presentation and facilitation skills.  Demonstrates excellent phone rapport.
• Handle multiple commitments and meet deadlines in a fast-paced environment.
• Consistently works well with others in support of departmental and organizational goals, and member needs.
• Ability to work independently with minimal supervision.
• Ability to overcome member objections.
• Provides an exceptional member experience at every point of contact.
• Ability to maintain confidentiality.
• Possesses strong organizational skills with great attention to detail.
• Strong research and problem solving ability.
• Excellent computer skills, including:
  • Proficiency in MS Office products, online chat, internet research, and various other online applications.
  • Ability to create formulas and calculations in an Excel spreadsheet.
  • Proficiency in use of data processing and member contact software.
  • Proficiency in use of various software.
• Ability to compose professional business letters or emails.
• Consistently and quickly deliver high quality work.
• Working knowledge of “money and banking” concepts.
• Proficient in use of relationship building and referral techniques.
• Knowledge of effective fraud prevention and detection procedures, as well as internal control and risk mitigation techniques.
• Knowledge of local, state, and federal laws/regulatory requirements as related to functional area.
• Ability to work various hours based on business needs, including Saturdays and some evenings.

Duties and Responsibilities

Policy and Procedures

• Develop, apply, and evaluate departmental policies and procedures; continuously improving processes to support efficiency and quality.

People Management

• Train, supervise, coach, and develop staff; establish clear performance expectations and deliver regular feedback.
• Establish and maintain effective employee relations; manage schedules, workload balancing, and escalation paths.
• Conduct performance and incentive reviews; support career development and progression.

Operations & Back Office Leadership

• Lead the back office to ensure efficient data processing, payment processing, and support for Digital Services.
• Oversee daily operations of Data Management Services, including implementation and maintenance of software, new products, and services.
• Ensure department security and compliance with regulatory requirements governing electronic services.

Reporting & Analytics

• Monitor key performance indicators; communicate trends to management.

Compliance, Security & Risk

• Maintain up-to-date knowledge of industry regulations, privacy, fraud prevention, internal controls, and risk mitigation.
• Ensure adherence to all applicable laws, including federal and state regulations and NCUA guidelines as relevant.
• Oversee fraud and prevention activities; monitor escalations and incident resolution.
• Stay informed on evolving fraud schemes, regulatory changes, and industry best practices; proactively update procedures, train team as needed and tools to mitigate risks.

Member Experience

• Model exceptional member service; oversee member complaint escalations, chat support, and resolution quality.
• Manage and improve procedures for bill pay support, online banking support, and other digital services.

Vendor & Project Management

• Assist with third-party vendors; oversee software implementations and project management activities.

Training & Communication

• Develop and deliver training programs for new hires and existing staff; communicate changes to policies/procedures effectively.
• Facilitate cross-department collaboration and knowledge transfer; ensure teams are aligned with strategic goals.

Additional Responsibilities

• Onboard/offboard employees in systems
• Maintain knowledge of money and banking concepts and apply them to day-to-day operations.
• Perform other duties as assigned.

Scheduling & Availability

Ability to work a variety of shifts, including evenings and Saturdays, as business needs require.

Salary: $66,513 – $83,142

Benefits include, medical, dental and vision coverage, life insurance, 401(k), paid time off, flexible spending accounts.

Please send your resume to Connie Cinko at ccinko@utcu.org.