Member Relationship Manager I (Branch Manager)-Central Location

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

Responsibilities

Leads a member relationship center that is adequately staffed with well-trained and motivated employees. Ensures 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.

Interviews and supervises Member Relationship Center employees who actively support the overall service delivery strategy. Responsible for training, certification, consistently coaching, conducting regular and yearly reviews, and developing employees for advancement.

As a working Manager, interacts with members to help meet their needs. Educates and trains members on how to utilize convenient services, including products and online banking technology where applicable, and encourages increased use of the cooperative while building and increasing member engagement.

Establishes expectations, manages results, holds regular and engaging staff meetings to communicate results, relays expectations, and recognizes successes and opportunities for improved or enhanced performance.

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

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

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

Drives to a different Member Relationship Center or work events.

Assists other Member Relationship Centers when needed with staff or managing a Member Relationship Center when asked.

Performs other duties as assigned.

Exceeds service expectations of members (as measured by Member Satisfaction Surveys) through the consistent application of providing extraordinary member service during member transactions with few, if any, complaints.

Maintains adequate staffing of the Member Relationship Center to meet member needs with minimal overstaffing and unwanted turnover.

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

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

Ensures Assigned Member Relationship Centers operate efficiently, under appropriate operating controls, and comply with applicable state and federal laws and regulations.

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

Publishes work schedules in the primary area of responsibility within established guidelines, maintaining adequate service levels to handle predicted member volume, including management coverage.

Maintains Member Relationship Center operating expenses within budget and documented.

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

Applies and maintains operational processes and company policies consistently.

Maintains the highest degree of confidentiality and professional discretion.

Maintains 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 minimum in retail financial services industry with at least two years 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 learn and 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 and must be bondable.

Excellent communication skills, including written and verbal.

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

Behavioral Competencies: Skills and personal characteristics that an individual should possess in order to be successful in this position.

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

Member Focus (internal and external): Builds 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 and punctuality requirements.

Integrity/Ethics: Deals with others proactively and honestly, is accountable for actions, maintains confidentiality, supports company values, and communicates news responsibly.

Job Specific Competencies: The position requires an individual capable of maintaining composure in a variety of situations. Leadership: leads through change and adversity, makes tough calls, builds consensus, and motivates others. Managing for Results: sets challenging expectations, holds the team accountable, provides motivation and resources, uses checkpoints and data to track progress, and implements systems to measure results. Managing Performance: applies clear performance standards, addresses performance problems decisively, and offers constructive guidance. People Development: provides feedback and coaching, rewards initiative, mentors, challenges and develops employees, accepts mistakes, and offers visibility and opportunity. Job Knowledge: understands duties and responsibilities, maintains critical technical skills, stays current with company mission and values, and is in command of key 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/AFFIRMATIVE 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. 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.

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