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Dover Federal Credit Union · 4 months ago

MEMBER EXPERIENCE MANAGER

Milford, DE

Full-time

Onsite

Mid Level

4+ years exp

Dover Federal Credit Union is dedicated to delivering exceptional service to its members. The Member Experience Manager is responsible for overseeing branch operations, coaching team members, and ensuring compliance with policies while promoting a positive member experience.

BankingCreditCredit BureauFinancial ServicesLending

Diversity & Inclusion

Responsibilities

Deliver exceptional service by projecting a positive image as a Member Experience Manager

Administer, direct team members, and guide branch operations

Ensure established policies and procedures are followed

Coach, develop, and train branch team members, including product knowledge, cross-selling products/services, and operational growth

Perform all essential functions of the Assistant Member Experience Manager position, and below

Meet all established branch sales and service goals, referring appropriate products and services to the membership in alignment with branch scorecard

Meet minimum requirements for the position as set forth on the Branch Scorecard

Perform various branch functions as required and assigned by the Area Support Manager

Possess adequate product knowledge

Effectively supervise the branch team, ensuring optimal performance by meeting monthly to review previous month’s performance, setting goals for upcoming month’s performance, developing plans to improve employee’s performance, delegating, and communicating any areas needing improvement via Scorecard management

Participate in Financial Literacy/BVS classes as instructed by management and actively manage in-branch training and educational classes/sessions including Wednesday morning training, in unison with the Assistance Member Experience Manager

Recognize employees who perform at a high level

Hold employees accountable for their performance, attitude and behavior, via Scorecard documentation, recommending corrective action, when appropriate

Demonstrate enthusiastic support of corporate mission, core values and longterm strategic initiatives

Perform job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures

Train and supervise branch staff. Assign, direct, coordinate and review work performed by staff

Maintain a highly motivated, well-trained staff maintaining effective employee relations

Ensure adequate staffing for efficient and secure branch operations, covering other branches as required

Conduct interviews and coordinate hiring decisions in conjunction with Assistant Member Experience Manager/Area Support Manager and Human Resources

Ensure branch staff is in compliance with policies, procedures, and all Credit Union requirements

Ensure branch staff complete outbound calls as required

Monitor branch operations to ensure that a professional image and approach are being consistently exercised

Maintain and re-order office equipment, supplies, and inventory to ensure minimum limits at all times

Ensure that the branch is in compliance with federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies

Process membership (loan, and deposit) applications, establish new accounts for eligible members, and ethically cross-sell products and services that best meet the financial needs of the member

Assist members in performing transactions including opening and closing accounts, withdrawals, transfers, loans, including interviewing, system input, processing, and decisions, etc

Manage the security and safety for the branch, with responsibility to maintain the alarm system and to alert team members of any changes

Complete security checklist monthly according to auditing guidelines

Observe cash intake/output and order accordingly to branch limit

Maintain branch facility, production workflow, and physical environment

Provide a friendly, professional, fair, standardized, non-discriminatory and non-preferential environment for member and team members

Attend various meetings and create/submit necessary reports as needed, in a timely manner

Provide Notary service and Medallion Signature services

Participate in marketing/community events and branch-related activities to increase member experience and culture

Actively visit local businesses to cultivate new relationships and strengthen existing ones, promoting beneficial partnerships

Qualification

Supervisory experienceCredit Union knowledgeInterpersonal skillsMathematical skillsPC applicationsLending experienceNotary serviceMedallion Signature servicesCustomer serviceTeam management

Required

Requires education equivalent to a 4-year high school education, plus some additional post-secondary technical coursework

Requires at least 4 years of experience in credit union or financial service industry

Requires professional, well-developed interpersonal skills essential for interviewing loan applicants and projecting a positive image as representative of the Credit Union

Requires knowledge of all Credit Union policies and procedures and all branch services and products

Requires at least 2 years prior supervisory experience required

Requires appropriate judgment to apply broader aspects of established practices to situations, which go beyond clear, concise guidelines

Requires intermediate working knowledge of PC and applications (Word, Excel, MS Outlook)

Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.)