Member Relationship Assistant Manager

The Assistant Member Relationship Center Manager assists in all aspects of managing the WEOKIE 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 the Member Relationship Center’s service delivery strategy and manages the delivery of an extraordinary service experience for all members and staff.

Assists with supervisory duties for Member Relationship Center employees, responsible for training, certification, consistent coaching, conducting regular/yearly reviews, and assisting in 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, 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/enhanced performance.

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

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

Performs other duties as required, including representing WFCU at community and public events: driving to a different Member Relationship Center or work events, and helping other Member Relationship Centers when needed with staff or managing the center when asked.

Performs other duties as assigned.

Ensures service expectations of members are exceeded (as measured by Member Satisfaction Surveys) by consistently applying extraordinary member service when conducting member transactions with few, if any, complaints.

Maintains adequate staffing to meet member needs with minimal over‑staffing 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.

Operates the Member Relationship Center efficiently, under appropriate operating controls, and remains compliant with applicable state and federal laws/regulations.

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

Ensures Member Relationship Center operating expenses are 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 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 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.

A valid state driver’s license at all times; bondable.

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

Requirement to hold Certified Credit Union Financial Counselor (CCUFC) certification or ability to earn the designation within 24 months of being in the role.

Behavioral Competencies

Member Focus:

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 partners.

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 and 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 a mentoring role, challenges and develops employees, accepts mistakes, provides visibility and opportunity.

Job Knowledge:

Understands duties and responsibilities, has necessary technical skills, understands company mission and values, keeps job knowledge current, and 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, occasionally sit, use hands to 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 Statement
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. WEOKIE is committed to providing an inclusive and welcoming environment for all members, staff, clients, volunteers, subcontractors, vendors, and clients.

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