Member Experience Manager

Description

POSITION SUMMARY

Responsible for leading the day-to-day activities of the branch.  Responsible for directing operational soundness and referral efforts of the front line.  Primary individual responsible for leading and managing the Verve experience in the branch.

POSITION RESPONSIBILITIES

Branch Leadership

• Lead and supervise the branch service team to achieve established goals.
• Build a cohesive and effective team through coaching and developing team members in a motivating environment.
• Ensure that a positive member experience is consistently delivered.
• Lead day-to-day branch operations through effective decision making based on policies and procedures.
• Build effective relationships in the branch using emotional intelligence and critical thinking skills.
• Maintain control over audit procedures to ensure compliance with controls.  If weaknesses are identified, report them to leadership.
• Maintain subject matter expert status of Verve’s products and services to serve the branch team and members.
• Foster and maintain an atmosphere of solutions, innovation, and continuous improvement.
• Share ownership with the Senior Area Manager on branch performance.
• Actively contribute to the success of the Credit Union by working positively with teammates and supporting achievement of organizational goals. Support and maintain a cross-selling environment within the branch.
• Responsible for scheduling branch service team members.                                                                                                           
• Will function in a Member Advocate role, especially times of peak scheduling, absences or staffing shortages.               
• Maintain ongoing communication with leadership by informing them of all pertinent problems, irregularities, new developments, and changes. Offer improvement suggestions or any other changes.                                                
• Demonstrate the Credit Union's philosophy and culture in all interactions with members, prospective members, and team member.   
• Additional duties as assigned.

Qualifications

EDUCATION AND EXPERIENCE

• Associate degree (A.A.) or equivalent from a two-year college or technical school; Related work experience may substitute for education.
• At least two or more years of leadership experience.
• Must have the ability to travel between locations as needed.

KEY COMPETENCIES

• Superior communication skills to effectively listen and disseminate information.
• Demonstrated or potential ability to supervise operations, train, and coach team members.                                         
• Experience with member/customer service operations to include the understanding of effective member service philosophy.                                                                                                                                                        
• Demonstrated sales and public relations skills, practical knowledge of sales techniques and processes, and ability to work with a team to achieve results.                                                                                                                                                    
• Excellent understanding of regulations relating to lending and deposit products.                                
• Solid knowledge of member service functions, responsibilities, and procedures.                                                
• Solid understanding of products and services the Credit Union has to offer.                          
• Must have capability to address and resolve problems involving several variables in situations.                                    
• Derive satisfaction from accomplishing goals for people, the company, and the team.                                      
• Willingness and ability to actively sell products and services.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office setting. Responsible for creating an enthusiastic and engaging branch.
• Physical Requirements: Ability to sit or stand at a desk most of the day; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard, and phone.  May occasionally reach with hands and arms; stoop, kneel, and crouch.  The team member may occasionally lift and move up to 30 pounds.

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.