HOA Operations Supervisor
HOA Operations Supervisor
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Salary Not Disclosed
1 Vacancy
Job Description
SUMMARY
The HOA Operations Supervisor will have the opportunity to utilize and develop leadership and management skills while providing leadership to the HOA Operations Specialists. The team is responsible for providing a full range of professional technical and general support to Sunwest Bank HOA and Property management clients. Performing the duties of onboarding new accounts and the maintenance of existing accounts ensuring service level standards are met or exceeded. The HOA Operations Supervisor will direct the team and make assignments as needed on behalf of the HOA Operations Manager to ensure service levels are met or exceeded. The incumbent collaborates with the HOA Operations Manager and team members to ensure efficient operation of department proper setup of bank accounts and services managing service standards and security and safety in accordance with the Banks objectives. Ensures team members provide superior customer service to both internal and external customers through training and coaching.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Creates an inspiring team environment with an open communication culture.
Coordinates the daily activities of the team monitors performance and oversees daytoday operations to ensure resources are allocated and properly aligned for success.
Performs duties associated with the opening all types of new accounts and maintenance of existing accounts including check orders address changes and updated or superseded signature cards.
Provides onthespot coaching training and support to ensure the team meets its goals and objectives.
Ensures the delivery of exceptional client service via telephone or via email by taking ownership of each client inquiry question or concern to resolution.
Develops procedures and provides training as necessary for compliance or strategic purposes.
Resolves complex problems while maintaining risk mitigation practices.
Maintains an intricate working knowledge of products and services offered by the Bank (Cash Management/Treasury Products Deposit Products and Services and Account Analysis systems).
Maintains expert knowledge of BSA/AML and OFAC policies and procedures and identifies and escalates unusual activity as needed.
Maintains expert knowledge of fraud and cyber threats and ensures all team members are aware of red flags to watch for and proper procedures required to protect clients and the bank from being victimized.
Supports HOA Sales Officers in their efforts to meet complex client needs.
Establishes and manages Service Level Agreements ensuring requests are processed timely and accurately delivering exemplary service and ensuring client satisfaction and retention.
Handles client requests and complaints with prompt professional and courteous attention. Identifies root causes of errors and escalates issues as appropriate.
Informs the appropriate Bank Operations management team members of existing and potential problem areas in a timely manner.
Participates in projects with HOA Sales IT and other Operations leaders to develop solutions to meet HOA and Property Management client needs.
Ensures clear communication and understanding among all HOA Operations team members of unique setup and requirements of each client.
Coordinates with Bank vendors when needed to resolve client inquiries.
Educates clients on account services and capabilities.
Troubleshoots systems issues for resolution. Liaise and advocate on behalf of the client and ensure a continuation of care when additional internal expert involvement is needed.
ADDITIONAL RESPONSIBILITIES
Demonstrates high degree of professionalism in communication attitude and teamwork with customers peers and management.
Demonstrates high level of quality work attendance and appearance.
Adheres to all Company Policies & Procedures and Safety Regulations.
Adheres to local state and federal laws.
Understands and complies with all company rules and regulations.
Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions as they apply to your position and job responsibilities with an emphasis on the BSA/AML/CIP OFAC Regulation E Regulation CC Information Security Bank Protection Act FACTAIdentity Theft Information Technology and GLBA.
Additional duties as assigned as it relates to the position.
MINIMUM QUALIFICATIONS
Five (5) years of banking experience including account opening and customer service/support experience required.
23 years supporting HOA/Property Management Operations.
Experience in researching and resolving complex problems.
Strong verbal and written communications ability
Operate 10key calculator by touch
Understanding of Windowsbased personal computers
Understanding of Word and Excel
SUPERVISORY RESPONSIBILITIES
This position does not directly manage people but does provide daytoday guidance in the performance of job duties to a team of 35 people.
COMPETENCIES:
Adaptability
Communication
Decision Making
Initiative
Innovation
Motivator
Organization
Professionalism
Results Orientated
PHYSICAL DEMANDS: In general the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently abled individuals to perform the essential functions of the job.
Standing walking and squatting less than fifty percent of the work shift
Required to lift move and carry up to 40 pounds
Ability to read count and write to accurately complete all documentation and reports
Must be able to see hear and speak in order to communicate with employees and other customers
Specific vision abilities include close vision distance vision peripheral vision depth perception and ability to adjust focus
Manual dexterity required using hands to finger; handle feel and type; reach with hands and arms
WORK ENVIRONMENT: In general the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differentlyabled individuals to perform the essential functions of the job within the environment.
The work space is clean orderly properly lighted and ventilated with the proper safety compliance
Noise levels are considered moderate
Sunwest Bank Is an Equal Opportunity Employer
Sunwest Bank works with staff members and customers without regard to race ancestry national origin sex marital status age religion medical condition handicap disability or veteran status and to assist the Bank in maintaining its Affirmative Action Program.
Compliance with Bank Secrecy Act laws and regulations is considered an extremely serious matter and it is intended that Sunwest Bank through the purposeful efforts of its employees and officers are expected to make every resolute attempt to conform to its Bank Secrecy Act Program and Procedures. Failure to comply will be reflected in their performance review as well as in any bonus compensation programs in which they may participate.
Attend and complete all required classroom computerbased webbased and seminar training. It is the individual responsibility of every employee to maintain a current awareness and understanding of and to fully comply with Sunwest Banks Code of Ethics and Conduct. Each employee is also expected to maintain an awareness of the laws regulations internal policies and procedures that are appropriate for his/her position
Note: The preceding job description has been designed to indicate the general nature and level and work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job. All job descriptions can be amended without notice as warranted by business necessity.
Required Experience:
Manager
Employment Type
Full Time
