Member Service Manager

Salary: $68,640-$92,00
 
Role:
Responsible for directing and administering the operational efforts and strategic direction of the branch as outlined in the credit union’s strategic plan. Ensuring established policies and procedures are followed. Oversees provision of a full range of services to members and prospective members as well as the delivery of the member experience. Trains, directs, and supervises branch staff.
 
Major Duties and Responsibilities
 

• Manage direct reports to maximize productivity, efficiency, and the potential of human assets of the company, including: hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.
• Ensures that branch achieves assigned loan production goal.
• Ensure all branch transactions are balanced at the close of each day. Oversee individual accountability for the handling of cash and assists in resolving balancing outages.
• Ensure member’s requests and questions are promptly resolved. Handles member’s complaints.
• Ensures branch personnel are well trained in all phases of their respective jobs. Completes orientation of new employees in overall branch procedures. Actively participates in cross-training personnel and assures staff is kept abreast of all products and services. Conducts security training.

 

• Monitor closely industry trends in lending and deposit operations to feed research and development activities and ensure that the company’s products, services and processes are remaining competitive. Manages and oversees expenses.
• Primary Security Officer for the branch. Conducts require security meetings with staff to ensure compliance. Opens and closes the building in accordance with set hours and tests security equipment.
• Responsible for notifying management of any repairs/maintenance of office building, grounds, equipment and fixtures of the branch.

 

• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

 
Knowledge and Skills
Experience
Five to ten years of similar or related experience, including time spent in preparatory positions.
 
Education/Certifications/Licenses
A two-year college degree or completion of a specialized course of study at a business or trade school.
 
Interpersonal Skills
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communication can involve motivating, influencing, educating and/or advising others on matters of significance.