Apply on Employer Site

Nutmeg State Financial Credit Union · 7 hours ago

Manager, Member Service

Branford, CT, US

Full-time

Onsite

Mid Level

4+ years exp

Nutmeg State Financial Credit Union is seeking a Manager, Member Service to oversee the branch’s daily operations and drive sales and service targets. This role involves managing staff, resolving member service issues, and engaging with the community to enhance business development and compliance.

BankingFinancial Services

Responsibilities

Lead, manage, and hold staff accountable

Set clear goals and expectations specific to branch and departmental goals

Monitor staff and team performance regularly, identify areas of improvement

Support ongoing staff development by identifying areas of growth potential for direct reports

Hold teammates accountable for their performance and ensure alignment to Nutmeg’s core values

Build and maintain strong relationships with community leaders, local organization and residents

Identify potential community engagements and provide proposals to leadership for review

Manage logistics of community engagements including staffing, materials needed, presentations

Identify and pursue potential business opportunities to grow the branch’s membership acquisition

Conduct market research to understand local conditions, competitor activities and customer needs

Provide recommendations to leadership regarding identified trends and potential promotional ideas

Manage and monitor sales and service performance for branch ensuring that targets are being met

Stay current on federal, state and local regulations by completing all required regulatory training

Serve as a resource to branch staff on compliance-related topics

Ensure that all staff is complying with branch regulatory policies and procedures

Prepare and submit all required reporting in a timely manner

Assist in the preparation of documents and requests from internal and external auditors

Qualification

Branch operations managementCustomer service skillsStaff performance managementStrategic planningRegulatory complianceEmpathyAccountabilityAnalyzes optionsEmbraces new technologyIdentifies root causesResource managementPerformance accountability

Required

High School Diploma or GED required

Minimum of four years' experience in financial services or retail required

Ability to lead and motivate a team, manage staff performance, and create a positive work environment

Skills in providing exceptional customer service, handling customer complaints, and ensuring a positive banking experience for members

Expertise in managing day-to-day branch operations, including cash handling, transaction processing, and ensuring compliance with banking regulations and policies

Excellent verbal and written communication skills are essential for interacting with customers, staff, and stakeholders, as well as for delivering clear instruction and feedback

Ability to develop and implement strategic plans for achieving branch objectives, adapting to market changes, and aligning with the credit union's overall goals

Ability to adapt to changing market conditions, new technologies, and evolving customer member needs while maintaining operational efficiencies

Must be able to lift up to 10 pounds

Requires standing and/or sitting for an extended period of time