Member Relationship Manager I (Branch Manager)-Central Location

About the role

The Member Relationship Center Manager I is responsible for leading all aspects of the 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 a member relationship center that is adequately staffed with well-trained and motivated employees.
• Ensures employees perform in a safe and sound manner and consistently utilize corporate service standards to deliver an extraordinary service experience for all members and staff.
• Interviews and supervises Member Relationship Center employees who actively support the overall service delivery strategy.
• Responsible for training, certification, consistently coaching, conducting regular/ yearly reviews, and developing employees for advancement.
• Interacts with members to help meet their needs. Educates and trains Members on how to utilize convenient services, including products, online banking technology where applicable, and encourages increased use of the cooperative while building and increasing member engagement.
• Establishes expectations, manages results, holds regular and engaging staff meetings to communicate results, relays expectations, and recognizes successes and opportunities for improved/enhanced performance.
• Ensures assigned Member Relationship Center is operating efficiently and reliably, in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level.
• Provides support with budgets, reporting, and operating plans for the Member Relationship Center and projects impacting the Member Relationship Center.
• Performs other duties as required including representing WFCU at community and public events.
• Driving to a different Member Relationship Center or work events.
• Helps other Member Relationship Centers when needed with staff or managing Member Relationship Center when asked.
• Perform other duties as assigned.

Qualifications

• High school diploma or the equivalent.
• At least two to five years minimum in the retail financial services industry with at least two in a supervisory position.
• Familiarity with supervising a consultative service operation is a plus, as is a proven track record in meeting and exceeding expectations and objectives.
• Business management experience to include: process management, operational analysis, report writing, presentation and writing skills, and use of technology solutions.
• A demonstrated ability to interview, coach and develop staff to create a team environment.
• Must be able to learn and use a variety of software applications such as Microsoft Office (Outlook, Word, Excel and PowerPoint) and the credit union’s core processing systems.
• A valid state Drivers License at all times. Must be bondable.
• Excellent communication skills, including but not limited to, written and verbal.
• Must be able to earn the Certified Credit Union Financial Counselor (CCUFC) designation within 24 months of being in role.

Behavioral Competencies

• Member Focus (internal and external)
• Dependability
• Integrity/Ethics

Job Knowledge

• Understands duties and responsibilities.
• Has necessary job knowledge.
• Has necessary technical skills.
• Understands company mission/values.
• Keeps job knowledge current.
• Is in command of critical issues.