Member Center Assistant Manager

Purpose & Core Values

The primary purpose of any position is to assist Community Choice Credit Union to live out our purpose: we believe in helping our neighbors achieve the life they desire. A key component of this purpose is to provide outstanding service to both internal and external members by living our core values.

Position Summary

This role is responsible for the daily operations of the member center. They are to provide the best example for team members in how to services our members. As an Assistant manager, this position will coach and create accountability on the team while also playing an individual role in contributing to the sales and services goals of the member center. Through strong partnership with the Member Center Manager this position will promote, mentor, and coach staff on meeting and exceeding sales and service goals, therefore supporting our purpose as well as meeting member center operational and sales targets to achieve success. In addition, this role will have individual sales and services goals. This role contributes at an individual contributor level as well as manager level of the organization.

Core Competencies

• Core Values:
  1. Committed: We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being.
  2. Charitable: We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve.
  3. Credible: We are our Members’ trusted financial advisors; each Team Member plays an integral role in the well-being of our Members’ financial lives and the success of Community Choice Credit Union.
  4. United: We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other.

• Adaptability: Adjusts quickly and effectively to changing conditions and demands, views change as a necessary and inevitable aspect of organizational life as well as an opportunity to learn new things. Is able to take on a variety of different tasks and roles in the organization. Can move in a relatively seamless manner from one task or focus to another and can fill in for other team members when they are absent or are experiencing work overload. Looks for new and productive ways to make an impact/value to the organization and/or team. Demonstrates a positive attitude when faced with organizational change and generates constructive feedback for continuous improvement. Demonstrates a professional demeanor.

Position Competencies

1.Coaching: Ensures that team members understand their level of accountability, including what they are responsible to deliver and expected to undertake. Team members are confident about how much support they will receive when they accept ownership of projects and issues. Engages in two-way conversations throughout the year that ensure an up-to-date understanding of performance expectations, performance gaps, and actions required to close any gaps. Empowers team members in an intentional manner that accepts the risk of mistakes while focusing on the benefits. Allows others to find their way, yet helps when needed. Uses good judgment related to the level of authority and the amount of leeway to extend to particular individuals.

2. Drive for Results: Develops standards against which to measure behavior and performance, measures performance against results, takes risks, faces fears, and demonstrates a strong sense of urgency about achieving goals. Persists in the face of significant difficulties to achieve goals, sets achievable and challenging goals, strives to achieve goals and meet expectations of others.

3.Decision Making: Gathers enough information to allow a trustworthy assessment of risks and benefits of alternative approaches in any decision. Stays focused on objectives and considers both the short-term and longer-term impact of decisions and keeps objectives in mind throughout the process. Collaborates and communicates with key stakeholders who are necessary to involve in the overall decision making process.

4. Role Mastery of Essential Duties: Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance.

Essential Duties

a. Lead by word and deed to ensure individual and member center sales and service performance goals are achieved.

b. Ensure accuracy and thoroughness of documentation and data entry during account opening, loan application/closings, and maintenance of memberships.

c. Coordinate and actively participate in the training and onboarding of new team members.

d. Manages and maintains schedule of branch staff to ensure proper coverage and foster a motivated, diverse team environment.

e. Provide feedback to the Member Center Manager to ensure timely completion of team member performance appraisals, recommending promotions, and reassignments, to ensure efficient and effective delivery of services to all members.

f. Participate in the development and implementation of the member center business plan, sales goals and strategies to achieve established goals.

g. Participate in the recruitment and selection of quality applicants to develop an effective and enthusiastic sales and service team.

h. Manage the flow of traffic within the member center to ensure members are greeted and directed appropriately upon entering the member center and engaged throughout their visit, ensuring a high level of service is provided.

i. Provide direct support in managing the accuracy and completeness of member center operations and assist members as needed to ensure the consistent application of policies and practices are in compliance with NCUA and all other legal requirements and regulations.

j. Provide effective training, transactional coaching and mentoring to existing and new team members regarding all aspects of sales and service are at expected high levels.

k. Maintain the appropriate level of security within the member center, surrounding areas, permanent account records, cash and negotiable instruments to ensure the safety and soundness of the credit union while maintaining team member awareness.

l. Perform primary member center leadership role when the member center manager is not in the member center.

Job Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below are representative of the knowledge, skill, and/or ability necessary for this position.

Reasonable Accommodations

The physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of their job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job requirements, physical demands and do so within our work environment.

Education

Bachelors degree – Business: Preferred

Experience

Two to five years of similar or related experience

Two to five years of similar or related Management experience

Skills & Abilities

Excellent Sales and Service aptitude and capability

Strong interpersonal, leadership, and supervisory skills

Thorough knowledge of the financial industry

Thorough knowledge of products, services, and policies

Thorough knowledge of member center functions, policies, and procedures

Ability to successfully lead and grow member center profitability.

Formalized Leadership and/or Management education is preferred

Ability to prioritize tasks and work in a fast-paced environment

Good organizational and problem-solving skills

Completion of the FinCep Certification per Standardized Financial Planning within established deadline.

Completion of the Mentor Development Program.

Mental Demands

The team member must be able to read and interpret documents or instruments, understand and/or follow complex written and oral instructions, make decisions, recall multiple policies or procedures, resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and/or concisely, perform mathematical functions, and handle multiple, concurrent tasks. Must be able to remain calm and professional at all times, understanding that members may express emotional frustration when the credit union cannot meet their specific requests.

Physical Demands

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The noise level in the work environment is usually moderate.

General Statement

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.