Retail Operations Coordinator

First Entertainment CreditUnion is looking for a Retail Operations Coordinator to play a key role in supporting our Member Legacy Services (MLS) function while fostering operational excellence across the Retail Operations team.  This role is primarily responsible for servicing legacy accounts, including deceased, trust, and power of attorney, ensuring requests are handled with accuracy and completed within established service level agreements (SLAs).

In addition to legacy servicing, the coordinator may be expected to also assist with department audits and operational support as needed. The ideal candidate is detail-oriented, proactive, and committed to delivering outstanding service. By ensuring compliance, supporting team members, and upholding service level expectations, the Retail Operations Coordinator will help reduce risk, protect assets, and positively impact business and member experience outcomes.

Thisisafull-time,hybridopportunityreportingtotheRetailsOperationsExcellenceManagerandis based in Hollywood, CA. The targeted pay in California is between $27.81 and $34.76.

Responsibilities

·         Conduct member appointments related to Member Legacy accounts with a high level of empathy, professionalism, and accuracy.

·         Process and maintain a portfolio of deceased, trust, and power of attorney account requests in compliance with regulatory and internal guidelines.

·         Complete account number changes and documentation updates for legacy-related requests and collaborating with internal teams to ensure seamless member experience.

·         Provide ongoing guidance to retail staff on legacy account servicing processes and policy interpretation.

·         Monitor and maintain service level agreements (SLAs) by tracking progress, identifying pain points, and escalating issues when necessary.

·         Serve as a Membership Officer to contribute to quality assurance efforts and assist with audits or other department initiatives when necessary.

·         Maintain strong cross-functional relationships and collaborate with teams to support process improvements and deliver efficient solutions.

·         Provide operational and administrative support to the MLS team by managing the shared folder, responding to account-related inquiries, assisting with follow-up tasks, and handling communications through Helpdesk tickets, emails, chat, and phone calls.

·         Participate in department projects or perform other duties as assigned.

Requirements

·         Highschoolgraduateorequivalent.Work-relatedexperienceorrelatedcollegedegreepreferred.

·         A minimum of three(3) years of work-related experience in a full-service financial institution or experience in a related field.

·         Prior experience with deceased, trust, and power of attorney account handling preferred.

·         Excellentcustomerservice,problemsolving,conflictresolution,andcriticalthinkingskills.

·         Stellarcommunicationskillsbothverballyandwrittentoconveyinformationeffectively.

·         Thoroughknowledgeofregulationsapplicabletoessentialresponsibilities.

·         Highly organized with attention to detail and the ability to manage multiple priorities effectively.

·         Proficiency in MSOffice products and Symitar for Windows (Epysis).