Member Relationship Assistant Manager - Edmond

Member Relationship Assistant Manager (Asst. Branch 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, coaching, conducting regular and yearly reviews, and developing staff for advancement.

Interacts with members to help meet their needs, educates and trains them on product and online banking services, and encourages increased use of the cooperative to build engagement.

Establishes expectations, manages results, holds regular staff meetings, communicates results, relays expectations, and recognizes successes and areas for improvement.

Ensures the center operates efficiently and reliably in compliance with applicable laws, regulations, and rules, with appropriate operating controls to mitigate risk and maintain high performance.

Provides support with budgets, reporting, and operating plans for the center and projects impacting the network.

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

Drives to different centers or work events as needed.

Assists other centers with staff or managing tasks when requested.

Exceeds service expectations measured by Member Satisfaction Surveys by consistently providing extraordinary service with few, if any, complaints.

Maintains adequate staffing to meet member needs with minimal overstaffing and turnover.

Meets or exceeds performance objectives identified in the Success Plans.

Ensures employees are fully trained, certified, and developed for future opportunities.

Operates efficiently under appropriate operating controls and complies with state and federal laws and regulations.

Completes performance reviews on or before the review date, supported by coaching, observations, and interactions with staff.

Publishes work schedules within established guidelines to maintain adequate service levels for predicted member volume and management coverage.

Keeps operating expenses within budget and documented.

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

Consistently applies and maintains operational processes and company policies.

Maintains the highest degree of confidentiality and professional discretion.

Fosters a positive, motivating, and fun workplace for members and staff alike.

Qualifications and Requirements

High school diploma or equivalent.

At least two years in retail financial services, with at least two years in a supervisory position. Familiarity with supervising a consultative service operation and a proven track record in meeting and exceeding expectations and objectives are pluses.

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

Demonstrated ability to interview, coach, and develop staff to build a strong team.

Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint) and the credit union’s core processing systems.

Valid state driver’s license at all times and bondable.

Excellent written and verbal communication skills.

Must hold Certified Credit Union Financial Counselor (CCUFC) or earn the designation within 24 months of starting the role.

Behavioral and Core Competencies

Member Focus: Builds member confidence, increases satisfaction, sets realistic expectations, solves problems, meets commitments, solicits feedback, and responds to partners.

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

Integrity/Ethics: Straightforward, honest, accountable, maintains confidentiality, supports company values, and communicates both good and bad news.

Leadership: Leads through change and adversity, makes tough decisions, builds consensus, motivates, and encourages others.

Managing for Results: Sets challenging, productive expectations, keeps the team accountable, provides resources and support, uses checkpoints and data to track progress, and establishes systems that measure results.

Managing Performance: Applies clear performance standards, handles performance issues decisively, and provides guidance and assistance to improve performance.

People Development: Provides feedback and coaching, rewards strong performance, mentors, challenges and develops employees, accepts mistakes, and creates visibility and opportunity.

Job Knowledge: Understands duties and responsibilities, maintains necessary technical skills, keeps knowledge current, and is in command of critical issues.

Physical Demands
Employees frequently required to stand and walk. May sit occasionally, use hands to handle or feel, reach with arms, climb or balance, and lift up to 50 pounds.

Work Environment
The noise level 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 are applied impartially. We are committed to providing an inclusive and welcoming environment for all our members, staff, clients, volunteers, subcontractors, vendors, and clients.

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