Assistant Manager - Member Center

Position Summary

The Assistant Member Center Manager partners with the Member Center Manager to coach, develop, and lead branch employees toward individual, branch, and organizational growth goals while delivering an exceptional member service experience. The role fosters a positive, can‑do attitude, motivates staff to achieve objectives, and aligns with the Credit Union’s business plan, member experience, key plays, and community service goals. Responsibilities include establishing strong member relationships, applying critical thinking to solve problems, executing policy exceptions with business acumen and risk management, and exercising independent judgment on operational and member‑impacting decisions. The manager creates memorable member experiences through proactive outreach, consultative needs‑based recommendations, and timely resolution of member and internal inquiries, all while adhering to TDECU policies, procedures, and behavioral excellence.

Essential Duties and Responsibilities

• Leads by example: performs banking services (opening deposit and loan accounts), achieves sales (cross‑selling products and partner referrals), educates members on digital solutions, and conducts proactive outreach to retain and enhance sales and service skills.
• Exercises a business‑owner mindset by making independent decisions, including overrides in consumer lending, check‑hold decisions, and fee waivers, using all available information to mitigate risk while delivering high‑level member service.
• Owns member issues through resolution, troubleshooting inquiries promptly, escalating feedback to management, and supporting Net Promoter efforts with member callbacks.
• Facilitates a positive member experience by developing employees, monitoring service standards through role‑play, observations, coaching, and on‑the‑spot feedback; implements tools and programs that improve Net Promoter Score.
• Ensures strong technical and service skills through in‑center training, scheduling appropriate training, and coordinating delivery with the Member Center Manager; informs management of employee progress for performance reviews.
• Manages team engagement by leveraging internal recognition programs and engagement principles to reward effort and results.
• Designs staff schedules to ensure coverage, gauges needs during high‑volume periods, and provides schedules promptly.
• Monitors cash operations and branch self‑audits; administers branch budget, purchases, and records retention policies.
• Participates in community development activities, conducts marketing and promotion (financial presentations, local events, trade shows), and completes mandatory compliance testing on time.
• Implements processes required by the Bank Secrecy Act and TDECU policies and procedures.

Education Minimum Qualifications

High School Diploma or equivalent education and experience is required. Additional training in banking, loans, or new accounts is required.

Experience

At least 3–5 years of experience in member service, banking, new accounts, and lending is required. Demonstrated progressive experience and authority with a track record of meeting or exceeding individual and team sales goals.

Knowledge, Skills, and Abilities

• Effective coaching and development of individuals with varying experience levels.
• Ability to leverage influence to achieve results from colleagues and indirect reports.
• Skilled at building relationships and networks inside and outside the organization.
• Ability to create and sustain a results‑driven culture where accountability drives performance.
• Capability to foster a culture of adaptability.
• Strong attention to detail when working with numbers and names in a fast‑paced environment.
• Accurate documentation of numbers and words; ability to follow step‑by‑step processes without error.
• World‑class “REAL Service” delivery and coaching of job‑required skills for newer team members.
• Role model behavior, proactive and positive attitude toward members, supervisors, co‑workers, and the credit union.
• Strong oral and written communication; clear and effective speaking and writing.
• Dedication to meeting internal and external member expectations.
• Effective prioritization and time‑management across a broad range of activities.
• Planning and organization skills; ability to generate innovative solutions to operational or service issues.
• Proficiency with a ten‑key calculator and computer keyboard by touch.
• Availability to work core business hours, including required Saturday hours.
• Ability to troubleshoot smartphones, tablets, PCs, and assist members with online/mobile banking after completing TDECU training.
• Demonstrated problem‑resolution skills to satisfy customers/members.
• Use of feedback for continuous improvement and development.
• Skill in escalating ideas, issues, and challenges for management insight and remediation.
• Proactive identification of members’ banking issues and needs through active listening.
• Serves as a resource to members, prospective members, and employees.

Financial Responsibility

• Branch loan goals vary from $600,000 to $3 million monthly.
• Deposit growth varies depending on season.
• Operational expenses vary depending on employee count of the branch.
• # of Indirect Reports: varies 4–8.

Physical Demands and Work Environment

While performing essential duties, the employee is frequently required to stand, walk, and sit. Vision requirements include close vision, distance vision, and the ability to adjust focus. The noise level is usually moderate. Up to 20 % travel may be required.