Member Advocate Manager

NorthCountry Federal Credit Union seeks motivated employees interested in long-term professional development and advancement. We are repeat winners of Vermont Business Magazine’s “Best Places to Work” award, and we support our employees with paid training as well as competitive compensation and a generous benefit plan.
NorthCountry believes everyone has the right to be their true selves at work, at home, and in the community.  Our goal is to ensure an inclusive environment with access to financial services where our employees and community members feel respected, valued, safe, and secure.


Role:

Support the credit union’s vision of being the community’s most loved financial institution, and its mission to make people’s financial dreams come true by building a cohesive team of engaged, highly performing employees. Leverage the strengths of each team member, to inspire and empower them to provide world-class service during all interactions with stakeholders. Demonstrate professionalism and integrity and represent the credit union’s core values in all interactions.

Essential Functions & Responsibilities:

1. Monitor all department activities to ensure they comply with established credit union policies and procedures.
2. Be proficient in all credit union products and services, including but not limited to teller transactions, account opening, consumer loans, member business loans and mortgages. Review and approve underwriting decisions of subordinate personnel.
3. Actively listen to members needs and offer appropriate solutions for overcoming a financial challenge or achieving a financial goal, utilizing credit union loan and deposit products.
4. Protect the credit union’s values by monitoring for and quickly addressing communication breakdowns between individuals. Communicate the team’s goals and progress with the team and encourage discussion. Identify and recommend changes to any processes that are out of alignment with the credit union’s vision, mission, or values. Administer performance evaluations and recommend appropriate personnel actions.
5. Support the credit union’s relationship with the community by building relationships with businesses and like-minded non-profit organizations.
6. Monitor branch operating results relative to established objectives and ensure appropriate steps are taken to correct unsatisfactory conditions. Maintain communications with main office; attend scheduled management meetings.
7. Develop an understanding and working knowledge of the credit union history, philosophy, organization, bylaws, policies, procedures and appropriate software systems. Perform all other job-related duties as assigned

Performance Measurements:

1. Decision-Making/Problem Solving - The ability to make prudent decisions that are timely, well researched, and reflect awareness of impact. The degree to which the supervisor recognizes, and defines problems, and implements timely and meaningful solutions.
2. Time Management - The ability to work independently with minimal supervision and effective use of time. The level of control/oversight of all assigned projects and responsibilities.

3. Member Focus - The degree to which member service is demonstrated in the day-to-day business environment. The level of support for co-workers as well as outside members, clients, etc.
4. Employee Management and Leadership - The degree to which the supervisor motivates employees, preserves high morale and supervises with fairness and consistency. The ability to effectively lead others in achieving stated duties, company goals and mission.
5. Initiative - The ability to perform job responsibilities independently and responsibly. The ability to proactively complete tasks, solve problems, improve processes, enhance products, and/or extend services within assigned range of authority.