Assistant Manager - Member Center

About the role

Position Summary: The Assistant Member Center Manager’s responsibilities are to partner with the Member Center Manager to coach, develop and lead branch employees to obtain individual, branch and organizational growth goals while delivering an exceptional member service experience. Fosters a positive can-do attitude and successfully motivates staff to strive towards goal objectives by understanding and supporting the Credit Union’s business plan and their branch’s member experience, key plays and community service objectives. Successfully establishes strong member relationships and teaches techniques. Uses critical thinking skills to problem solve and create solutions when there is in policy or procedure to address it. Executes exceptions to policy and procedures based on business acumen and risk management. Exercises independent judgement to make operational and member impacting decisions. Understands ramifications of errors may subject the credit union to losses and/or litigation, and acts to mitigate risk Creates a memorable Member experience by cultivating, maintaining, and enhancing relationships in a book of business through proactive outreach efforts in person, over the phone, or other channels as appropriate, processing account and loan transactions. Using a consultative approach with current or prospective Members to uncover and identify their needs while tailoring recommendations and solutions. Able to troubleshoot and resolve Member and internal inquiries in a timely, friendly, and accurate manner on multiple complex issues. Can easily navigate our services and offer solutions to navigate the journey of life. Adheres to all TDECU policies, procedures, and behavioral excellence. This is a key position and is intended to convey to members a professional image of TDECU.

Responsibilities

• Leads by example: Performs banking services (opening deposit and loan accounts), achieves sales (cross-selling banking products and services including partner referrals), educates members on digital solutions, and completes proactive outreach activities with members and non-members.
• Exercises a business owner mindset by making independent decisions, including but not limited to overrides in consumer lending, check hold decision, and fee waivers.
• Problem Resolution: Owns Member issues through resolution. Troubleshoots and resolves inquiries in a timely, friendly and accurate manner