Member Experience Manager (Branch Manager)
Schedule: Shift can change depending on staffing and volume = approximately 8 hours per day normally between the hours of 8:00 – 6:00 pm, Monday – Friday with 1 hour lunch break, unless arrangements have been made; Saturday per rotation. Usually 40 hours per week.
JOB SUMMARY:
As Member Experience Manager, you are responsible for the overall development of PHD’s at your branch. Profitable growth with a culture of KAIZEN is required. A Servant Leadership style will be the prerequisite in fostering an environment of Courtesy and Respect. In addition, the Member Experience Manager is responsible for delivering outstanding member experiences while implementing strategies relating to sales, member retention and service solutions. The Member Experience Manager is also responsible for continuous training of employees and educating member on our remote products and services with high levels of innovation and efficiencies.
ESSENTIAL FUNCTIONS:
Focused on the success of their team by effectively formulating and communicating performance metrics and objectives on a regular and consistent basis to employees through daily check-ins, observations and one to one coaching routines; provides instruction to promote skills development; and encourages questions to ensure understanding.
Fosters effective employee relations to maximize retention of high performing employees and maintains a highly motivated team by listening to, and fully involving team members in decisions and actions and creating an environment for open, continuous and proactive communication.
Establishes employee development plan to aid each employee in performance and career progression to clarify roles and responsibilities and to ensure effective steering, review, and/or support functions are in place to meet professional growth.
Creates and facilitates a service and sales-oriented environment to maximize sales and service productivity. In addition, will evaluate, track and monitor productivity, volumes, and trends for all activity taking place at the branch.
Develops and administers timely employee performance evaluations to ensure expectations and goals are set, monitored and executed to include providing continuous and appropriate feedback on performance and reinforcement for improvement efforts and satisfactory progress. In addition, ensures that the branch is adequately staffed with the best talent via effective interviewing, selection, and employee retention techniques. i
Continuous review of processes for the most efficient and innovative ways to serve our members with excellence and delivering great member value. Question everything we do to make it better.
Seek out solutions to issues and problems, not letting go until it is resolved.
Monitors controllable expenses; ensures all security measures are observed and ensures the building facilities are properly maintained to include surrounding landscape and parking areas.
Open and honest communication with Grace and Forgiveness for each other.
Assists and provides support to branch staff when necessary, especially during peak periods, and helps oversees opening and closing duties and various branch controls for adherence.
Compliance: a. Responsible for knowing and complying with all Credit Union policies and procedures that apply to the position b. Responsible for knowing and complying with all Federal Regulations that apply to the position, including, but not limited to: Bank Secrecy Act (BSA), Customer Identification Program (CIP), Funds Availability (Reg CC) and Currency Transaction Reporting (CTR)
Must meet and comply with all requirements set forth in the SAFE Act, including, but not limited to successful completion of the required background checks and obtaining a unique identifier from the NMLS.
Other duties as assigned.
EDUCATION:
Associates or Bachelor’s degree in Business Administration or Management or related field and 1-2 years related experience or a commensurate combination of education and experience.
EXPERIENCE:
Must have at least 2-3 years progressive financial institution experience involving direct member contact and sales and service management.
Licenses/Certifications:
Must be able to obtain or currently have a National Mortgage Licensing System and Registry (NMLS) registrations under the SAFE Act.
Notary Public with the State of Texas.
SKILLS/ KNOWLEDGE:
Expert knowledge of various financial transactions, negotiable instruments, and deposit products and policies.
Thorough understanding of financial products and services.
Strong knowledge of the Credit Union’s online, mobile and Internet banking solutions products, process and policies.
Proficient knowledge of applicable Federal regulations including BSA/AML, Customer Due Diligence, Regulation E., Regulation CC.
Proficient mathematical skills to include accurately count money, add, subtract, multiply, divide, and intermediate knowledge of reconciling draft accounts.
Intermediate computer knowledge and keyboard skills, which include MS office 365 applications, ten-key number pad and exposure to Symitar, Cotribute and Synapsys.
Skilled in interpersonal and communication skills (both written and oral) when working with members or co-workers on accounts.
Must have the ability to exercise considerable judgment and discretion in establishing and maintaining good working relationships.
Must have the ability to work independently and in a teamwork environment.
Must have strong desire to work with members in a face-to-face environment while providing excellent member service daily.
Strong detail orientation and ability to maintain accuracy in processing transactions and detecting discrepancies.
PHYSCIAL ACTIVITES:
Ability to sit or stand for 4-8 hours within a given day while conducting member transactions.
Constantly uses fingers and hands when operating a computer and other office machinery, such as a ten-key number pad or calculator, copy machine and computer printer.
Ability to hear average or normal conversations and receive ordinary information through verbal communications.
Average, ordinary visual acuity necessary to prepare or inspect documents or products, operate a computer or other office machinery.
Lifts, transfers, or moves up to 50 lbs. of coins, teller drawers, equipment, supplies, or other material daily.
Occasionally moves about, push/pull, climb, stoop, kneel and/or ascend/descend stairs to gather or deliver documents, coin bags, or cash drawers; access or troubleshoot office machinery (copy machine, computer printer); meetings with co-workers; and/or perform related duties.
Occasional travel to attend Credit Union events or trainings and other business development activities.
WORKING CONDITIONS:
Consumer finance atmosphere located inside a building with no hazardous or significantly unpleasant conditions.
CONCEPTUAL INTELLECTUAL ACTIVITES AND OTHER REQUIREMENTS:
Frequently conveys detailed or important instructions or ideas accurately, clearly, and/or quickly.
Understand, remember, follow and exchange basic instruction, information and guidelines.
Technology savvy with the ability to learn new software quickly.