Member Relationship Manager I

Member Relationship Center Manager
The Member Relationship Center Manager 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 member relationship center that is adequately staffed with well‑trained and motivated employees, ensuring safe and sound performance and consistent application of corporate service standards.

Interview, supervise, train, certify, coach and evaluate employees, develop them for advancement, and conduct regular/yearly reviews.

Interact with members to help meet their needs, educate them on utilizing convenient services and products, online banking technology, and increase engagement.

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

Ensure the center operates efficiently and reliably, complying with applicable laws, regulations and rules, and maintaining appropriate operating controls to mitigate risk.

Support budgeting, reporting and operating plans for the center and projects impacting it.

Perform other duties as required, including representing the credit union at community and public events, driving to different centers and work events, and helping other centers when needed.

Exceed service expectations of members, as measured by Member Satisfaction Surveys, by consistently providing extraordinary service.

Maintain adequate staffing to meet member needs, with minimal over‑staffing or turnover.

Meet or exceed performance objectives identified in Success Plans.

Ensure employees are thoroughly trained and certified for their respective job functions.

Keep operating expenses within budget and document them.

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

Apply and maintain operational processes and company policies consistently.

Maintain confidentiality and professional discretion.

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

Publish work schedules within established guidelines and manage adequate service levels to handle predicted member volume.

Qualifications

High school diploma or equivalent.

2–5 years minimum in the retail financial services industry, including 2 years in a supervisory position.

Experience in business management, including process management, operational analysis, report writing, and presentation skills.

Proficiency in interviewing, coaching and developing staff to build a team environment.

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

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

Excellent communication skills, both written and verbal.

Required to hold or earn a Certified Credit Union Financial Counselor (CCUFC) designation within 24 months.

Competencies
Behavioral Competencies

– dependability, integrity/ethics, and a commitment to member focus and service excellence.

Core Competencies

– align with WFCU’s core values and the Three Stakeholder Model.

Job‑Specific Competencies

– leadership, managing for results, managing performance, people development, and job knowledge.

Physical Demands
The role requires frequent standing and walking, occasional sitting, use of hands, reaching, and lifting up to 50 pounds. Reasonable accommodations may be made for disabilities.

Work Environment
The work environment is moderately noisy and requires interacting with a diverse set of members, employees, vendors, and community stakeholders.

Equal Employment Opportunity
Equal Opportunity Employer, including disability, veterans, and individuals with protected status. The credit union does not discriminate on the basis of marital status, political belief, or any other protected characteristic. Bona fide occupational qualifications are applied impartially. We are committed to providing an inclusive and welcoming environment for all members, staff, clients, volunteers, subcontractors, and vendors.

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