Manager - Member Center

FLSA Status: Exempt

About the role

Member Center Managers will be responsible for having all center associates report directly to them and include a more detailed job description update to show enhanced behavioral needs. Senior Member Center Managers hold the same daily responsibilities as Member Center Managers but are experts in their field. A Senior Member Center Manager consistently exceeds production goals, member service standards and acts as a productive business partner for other TDECU lines of business. A Senior Member Center Manager also serves as an expert in leadership, project management, training and makes these contributions on a Retail level.

Responsibilities

• Ensures a positive member experience is delivered in the branch by leading and developing employees, monitoring service standards and resolving concerns/problems.
• Promotes operational excellence of department by adhering to audit/compliance schedules, minimizing loss and maximizing accuracy of employees’ work.
• Engages frontline talent to put forth their best effort everyday for our members. This includes coaching sessions, observations, development planning and feedback.
• Responsible for the overall growth of members and deepening existing member relationships within the branch’s community.
• Partners with and builds relationships with other lines of business at TDECU to provide members a holistic “one stop shop” solution for their financial needs.
• Adapts to changing consumer demands by adopting online/mobile solutions, educating members on these solutions, and learning and growing to ensure self and team are financial experts.
• Performs other duties in response to organization, member and/or team needs. This includes but is not limited to engaging members in lobby, opening new accounts and loans, and serving on organizational committees as assigned.

Requirements

• Education: 4-year degree in Business Management or equivalent in work experience
• Experience: 2 years management experience with direct reports including coaching and scheduling

Skills

• Ability to effectively coach and develop individuals with varying levels of experience.
• Ability to leverage influence to garner results from colleagues and indirect reports.
• Skilled at building relationships and networks within and outside of the organization to support organizational goals.
• Skilled at developing and maintaining a culture of results where accountability drives individual and team results.
• Skilled at creating and supporting a culture of adaptability.
• Strong attention to detail even when working with numbers and names in a fast-paced environment.
• Ability to document numbers and words without error.
• Ability to review guides and follow step-by-step processes without error.
• Ability to demonstrate strong interpersonal communication such as courtesy, tact, and diplomacy.
• Demonstrates and coaches’ job-required skills and behaviors for newer team members.
• Serves as a Role Model to team members.
• Innate ability to demonstrate proactive and positive attitude toward members, supervisors, co-workers and the credit union.
• Maintains a positive service approach with Members through challenging situations.
• Strong oral and written communication skills; ability to speak and write clearly and effectively.
• Dedication to meeting the expectations and requirements of internal and external members.
• Ability to effectively prioritize tasks to use time efficiently and to attend to a broad range of activities. Planning and Organization skills.
• Ability to generate new and unique ideas as solutions to operational or member service issues, and develop non-traditional ways of doing business.
• Must be able to operate a ten key calculator and computer keyboard by touch.
• Availability to work with the Credit Union’s core business hours. Saturday hours are required in this role.
• Ability to troubleshoot smartphones, tablets, PCs and to assist members with online banking/mobile banking with completion of TDECU training.
• Demonstrated ability to understand and resolve problems to satisfy a customer/Member.
• Ability to use feedback for continuous improvement and development.
• Skilled at leveling-up ideas, issues and challenges for Management insight and remediation.
• Proactively identifies members banking issues and needs through conversations and active listening.
• Serves as a resource to