Financial Hub Product Manager

Our Company

At Raiz FCU, we share a passion for knowledge and a pursuit of growth. Grounded in our El Paso heritage (previously Teachers Federal Credit Union) since 1936, we are growing to help our community move into the future. We are inspired people, invested in you.  At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion.

Job Overview

This position reports to the Card Services Manager. The Financial Hub Product Manager has primary oversight of the Financial Hub Services team, which is a group within Card Services focused on management, support, and innovation of Raiz-owned Financial Hubs, and assists with operational oversight of Card Services as needed. Financial Hubs are automated teller machines (ATMs) with Enhanced Self-Service functionality that may be used as an ATM, Hub, or in the future ITM. This role requires someone who is enthusiastic about member service, detail-oriented, and quality-focused. This role oversees the Financial Hub fleet and the team who support availability, functionality, installations, and innovation. In this role, you will be an empowering mentor that is a:

• A trusted expert
• A natural communicator
• A champion for our members and the community
• A guide through the moments that matter the most to our members
• An advocate for members and frictionless payments
• A guardian of the member experience, safeguarding systems and holding vendors accountable
• Skilled in translating complex and confusing concepts and systems into simple, warm, and easily understandable experiences.
• Proficient at transforming ideas into tangible, user-friendly products.

Position Details:

Exempt

1241 Pullman Dr. El Paso, Tx 79936

Salary Details:

$54,395.00-$67,993.00

Skills and Experience

• Education – Two years of college education, an Associate’s degree in business or related field, or technical certifications that equate to the level of education.
• Minimum of 5 years of experience in financial services
• Minimum of 3 years of experience in Card Services, or a Technical field, preferred experience with ATMs
• Minimum of 3 years of supervisory experience
• Minimum of 2 year of customer service experience
• Previous credit union experience is a plus
• Demonstrated leadership and interpersonal abilities
• Understanding of financial industry concepts, related laws, and regulations
• Must have good communication and interpersonal skills
• Strong conflict management and team building skills
• Strong critical thinking and problem-solving skills
• Detail-oriented, and ability to multi-task
• Familiarity with recordkeeping, research techniques, and record maintenance
• Ability to exercise confidentiality and discretionary judgement
• Strong organizational, time management, and analytical skills
• Ability to adapt to an ever-changing industry
• Proficient in Microsoft Office and web-based applications

Role Description and Essential Duties

• Financial Hub Fleet Management: The Hubs are the primary transaction channel for the credit union. It is critical that they are “up and running” as expected. This role is responsible for the Financial Hub fleet, to include uptime, servicing, software upgrades, support, and functionality. Routinely conducts and audits physical Hub assessments. Tracks, documents, and reports Hub product metrics to include cash patterns; recommends new Hub products and sunset of Hub products; and works with stakeholders to communicate Hub updates and releases.
• Management: Manages the Financial Hub Services team. Mentors team members, conducts performance appraisals and ensures that team members are well trained, effective, and adhering to regulatory and security requirements. Balances team member schedules to ensure physical assessments are conducted, branches receive onsite support as needed, and remote machines are regularly reviewed. Includes on-call, after-hours and weekend support, as needed. Assists with management oversight of the Card Services Supervisor and Cards team.
• Financial Hub Product Management: Financial Hub expert who creates and manages Hub product roadmaps, backlogs, cost/benefit analyses, manages Hub projects and testing, and reports on Hub metrics. Manages and updates, as needed, Hub configurations and settings. Oversees, resolves, and responds to member issues relating to the Financial Hub fleet.
• Member Service: Responsible for handling escalated member and team-member interactions. May assist with temporary card limit increases in the absence of the Card Services Manager and Supervisor. Handles members’ concerns and/or issues in a prompt manner and with strong problem-solving skills. Uses independent judgement to resolve account discrepancies promptly and courteously with a strong focus on service.
• Communication: A natural communicator who strives to understand and expresses things in a relatable way. Ensures team members understand procedures, policies, and initiates training plans.
• Vendor Management: Manages 3^rd party vendors associated with Financial Hubs. Works cross-departmentally for deployment and replacement of Hubs, servicing and troubleshooting, and for incident support. Ensures contracted service levels are met or exceeded, regularly reports vendor metrics to the Vice President of Digital Experience and Card Services Manager, and escalates vendor issues as needed.
• Compliance: Complies with all rules and regulations and works to mitigate member risks through digital products and services. Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP). Attends required annual BSA training and required compliance training.
• Assist with all other duties as assigned or identified.