Member Relationship Assistant Manager - Edmond

Title:

Member Relationship Assistant Manager (Asst. Branch Manager)

Revised:

05/04/2025

Salary Grade:

Exempt
Reports to:

Member Relationship Manager
Department:

Member Relationship Center
# Supervised Staff:

1-15 indirect
Mobile Device Eligible:

Yes
Laptop Eligible:

No

Responsibilities

Lead the Member Relationship Center’s service delivery strategy and manage the delivery of an extraordinary service experience for all members and staff.

Assist with supervisory duties: training, certification, consistent coaching, conducting regular/yearly reviews and developing staff for advancement.

Interact directly with members to meet their needs, educate and train them on convenient services, products and online banking technology, and encourage increased engagement.

Establish expectations, manage results, hold regular and engaging staff meetings, communicate results, relay expectations, and recognize successes and improvement opportunities.

Ensure the Member Relationship Center operates efficiently and reliably, complying with applicable laws, regulations, and rules, and implementing appropriate operating controls to mitigate risk.

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

Perform other duties as required, including representing the credit union at community and public events, traveling to other centers, and assisting when requested by other centers.

Exceed service expectations of members as measured by member satisfaction surveys, with few or no complaints.

Maintain adequate staffing levels to meet member needs without overstaffing or unwanted turnover.

Meet or exceed established performance objectives identified in Success Plans.

Ensure employees are thoroughly trained, certified, and developed for future opportunities.

Perform performance reviews on or before the review date, supported by consistent coaching, observations, and interactions with employees.

Publish work schedules that maintain adequate service levels and management coverage within established guidelines.

Keep operating expenses within budget and documented.

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

Consistently apply and maintain operational processes and company policies.

Maintain the highest degree of confidentiality and professional discretion.

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

Qualifications

High school diploma or equivalent.

At least two years in retail financial services, including at least two years in a supervisory position.

Business management experience in process management, operational analysis, report writing, presentations, and technology solutions.

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

Ability to learn and use 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 and must be bondable.

Excellent written and verbal communication skills.

Required to hold or obtain Certified Credit Union Financial Counselor (CCUFC) within 24 months of assuming the role.

Specialized or Technical Knowledge and Skills

High school diploma or equivalent.

Strong knowledge of retail financial services operations and supervisory best practices.

Business management and operational analysis expertise.

Proficiency with Microsoft Office suite and credit union core banking systems.

Valid state driver’s license, bonded, and excellent communication skills.

Behavioral Competencies

Member Focus: Builds member confidence, increases satisfaction, meets commitments, solves problems, and solicits feedback.

Dependability: Meets commitments independently, handles change, maintains standards, and is punctual.

Integrity/Ethics: Acts honestly, maintains confidentiality, supports company values, and communicates transparently.

Leadership: Leads through change, makes tough calls, builds consensus, and motivates others.

Managing for Results: Sets expectations, holds team accountable, provides resources, uses data to track progress, and establishes measurement systems.

Managing Performance: Applies standards, handles problems decisively, and guides improvement.

People Development: Provides feedback, rewards hard work, mentors, challenges, and offers growth opportunities.

Job Knowledge: Understands duties, technical skills, and stays current on 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, employees frequently stand and walk, occasionally sit, use hands to handle or feel, reach with hands and arms, climb or balance, talk or hear, and occasionally lift 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 / Affimative Action Employer
WEOKIE does not and shall not discriminate on the basis of protected status, marital status, political belief, or any other status or condition protected by applicable federal and/or state law. Bona fide occupational qualifications will be applied impartially. We are committed to providing an inclusive and welcoming environment for all members, staff, volunteers, subcontractors, vendors, and clients.

Equal Opportunity Employer
Including disability/protected veterans.

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