Member Relationship Manager II

The Member Relationship Center Manager II is responsible for leading all aspects of the Member Relationship Center, including member service and membership growth, in alignment with the organization’s Service Delivery Strategy.

Responsibilities

Lead a complex and high volume member relationship center that is adequately staffed with well-trained and motivated employees, ensuring employees perform in a safe and sound manner and consistently utilize corporate service standards to deliver an extraordinary service experience for all members and staff.

Interview and supervise Member Relationship Center employees who actively support the overall service delivery strategy, responsible for training, certification, coaching, conducting regular/yearly reviews, and developing employees for advancement.

Interact with members to help meet their needs, educate and train Members on using convenient services (including products, online banking technology where applicable), and encourage increased use of the cooperative while building and increasing member engagement.

Establish expectations, manage results, hold regular and engaging staff meetings to communicate results, relay expectations, and recognize successes and opportunities for improved/enhanced performance.

Ensure the assigned Member Relationship Center operates efficiently and reliably, in compliance with applicable laws, regulations, and rules, with appropriate operating controls to mitigate risk and performing at a high level.

Provide support with budgets, reporting, and operating plans for the member relationship center and projects impacting the Member Relationship Center.

Perform other duties as required, including representing WFCU at community and public events.

Drive to a different Member Relationship Center or work events as needed.

Help other Member Relationship Centers when needed with staff or managing members when asked.

Support operations of the region in the absence of the Regional Manager.

Perform other duties as assigned.

Ensure service expectations of members are exceeded (as measured by Member Satisfaction Surveys) through consistent application of providing extraordinary member service when conducting member transactions with few, if any, complaints.

Maintain adequate staffing levels to meet member needs (with minimal overstaffing and unwanted turnover).

Ensure established performance objectives, as identified in the Success Plans, are met or exceeded.

Ensure employees are thoroughly trained and certified according to their respective job functions and appropriately developed for future opportunities.

Maintain compliance with state and federal laws/regulations through assigned member relationship centers operating efficiently under appropriate operating controls.

Complete performance reviews in the primary areas of responsibility on or before the review date, supported by consistent coaching, observations and interactions with employees.

Publish work schedules within established guidelines, maintaining adequate service levels to handle predicted member volume including management coverage.

Keep member relationship center operating expenses within budget and documented.

Prepare reports as directed to monitor performance, recognize top performers, identify problem areas, manage service levels and staffing, address errors, and quickly correct deficiencies.

Apply and maintain operational processes and company policies consistently.

Maintain the highest degree of confidentiality and professional discretion.

Maintain a positive, motivating, and fun workplace for members and employees alike.

Specialized or Technical Knowledge and Skills

High school diploma or the equivalent.

At least two to five years in the retail financial services industry with at least two in a supervisory position; familiarity with supervising a consultative service operation is a plus, as is a proven track record in meeting and exceeding expectations and objectives.

Business management experience including process management, operational analysis, report writing, presentation and writing skills, and use of technology solutions.

Demonstrated ability to interview, coach, and develop staff to create a team environment.

Ability to use a variety of software applications such as Microsoft Office (Outlook, Word, Excel and PowerPoint) and the credit union’s core processing systems.

Valid state driver’s license at all times; must be bonded.

Excellent communication skills, including but not limited to written and verbal.

Required to hold Certified Credit Union Financial Counselor (CCUFC) or be able to earn designation within 24 months of entering the role.

Behavioral Competencies

Member Focus

– Build member confidence, is committed to increasing member satisfaction, sets achievable member expectations, assumes responsibility for solving member problems, ensures commitments to members are met, solicits opinions and ideas from members, responds to employees.

Dependability

– Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.

Integrity/Ethics

– Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.

Core Competencies
Core competencies are consistent for all positions across the organization and are aligned with WFCU’s core values and the Three Stakeholder Model.

Job Specific Competencies

Leadership – Leads through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others.

Managing for Results – Sets challenging and productive expectations for the team, keeps the team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results.

Managing Performance – Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve performance.

People Development – Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility/opportunity.

Job Knowledge – Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand and walk. The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and talk or hear. The employee must occasionally lift and/or move up to 50 pounds.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Equal Employment Opportunity
EQUALEMPLOYMENTOPPORTUNITY/AFFIRMATIVEACTIONEMPLOYER

WEOKIE does not and shall not discriminate on the basis of Protected Status, marital status, and political belief or any other status or condition protected by applicable federal and/or state law. Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.

Equal opportunity employer, including disability/protected veterans

Equal employment opportunity, including veterans and individuals with disabilities.

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