DTA Member Experience Manager I - Branch

About the role

The Member Experience Manager is a multi-function leadership position responsible for overseeing all aspects of branch operations, sales, member service, audit, and financial performance. This role primarily supervises the Teller line and collaborates closely with the Branch Manager to ensure efficient lobby operations and delivery of high-quality service to our Members.

Responsibilities

• Ensure all operational and sales functions are correctly performed per policy, including audit and security procedures
• Act as a backup to the Branch Manager as needed
• Lead by example through consultative sales techniques and personal achievement of sales goals
• Manage teller scheduling and coverage through Coconut Branch Scheduling and regional Saturday rotations
• Balance vault and oversee cash orders, shipments, and use of Cash Dispense Machines (TCRs/ITMs)
• Approve high-dollar transactions, including check holds, wires, and negotiables outside advisor limits
• Drive lead generation and referral development to uncover financial opportunities for Members
• Resolve escalated member requests promptly and accurately
• Ensure advisors actively cross-sell credit union products (e.g., PLP, GAP, MBI)
• Coach, train, and develop cast members using tools such as Success Maps, Playbooks, and GAIN/ARCH models
• Collaborate with Performance and Development Coaches to support retail strategy execution

Requirements

• Minimum Education Required to Perform Job: High School Diploma or GED
• Minimum Years of Relevant Work Experience Required to Perform Job: 2 to 5 years
• Specific Experience Required: Experience using a Check Imaging System, Experience using Episys, Experience using Synapsys, Experience using Verafin

Skills

• Proficiency in Microsoft Office suite
• Excellent Member Service, verbal, and written communication skills
• Exceptional decision-making and problem-solving skills

Benefits

To learn more about our benefits visit: https://jobs.disneycareers.com/benefits

Pay

The hiring range for this position in California is $70,304 to $96,240 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors.

Schedule

Shift work including weekends; hours may fall outside of a standard 8–5 schedule to support branch hours.