Job DescriptionJob Description
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.
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.As a working Manager, 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.Help other Member Relationship Centers when needed with staff or managing Member Relationship Center when asked.Perform other duties as assigned.
Service expectations of members are exceeded (as measured by Member Satisfaction Surveys) through consistent application of providing extraordinary member service when conducting member transactions with few, if any complaints.The Member Relationship Center is adequately staffed to meet member needs (with minimal overstaffing and unwanted turnover).Ensures established performance objectives, as identified in the Success Plans, are met or exceeded.Employees are thoroughly trained and certified according to their respective job functions and appropriately developed for future opportunities.Assigned Member Relationship Centers operate efficiently, under appropriate operating controls and is compliant with applicable state and federal laws/regulations.Performance reviews in the primary areas of responsibility are completed on or before the review date, and are supported by consistent coaching, observations and interactions with the employees.Work schedules in the primary area of responsibility are published within established guidelines, maintaining adequate service levels to handle predicted member volume, including management coverage.Member Relationship Center operating expenses are within budget and documented.Reports are prepared as directed and used to monitor performance to expectations, recognize top performers, identify problem areas, manage service levels and staffing, address errors and quickly correct deficiencies.Operational processes and company policies are consistently applied and maintained.Maintains the highest degree of confidentiality and professional discretion.A positive, motivating, and fun workplace is maintained for members and employees alike.
Specialized or Technical Knowledge and Skills:High school diploma or the equivalent.Must have 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.Must have business management experience to include: process management, operational analysis, report writing, presentation and writing skills, and use of technology solutions.Must have 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.Must have a valid state Drivers License at all times. Must be bondable.Excellent communication skills, including but not limited to, written and verbal.Required to hold Certified Credit Union Financial Counselor (CCUFC) or be able to earn designation within 24 months of being in role.
Behavioral Competencies: Behavioral competencies are the skills and personal characteristics that an individual should possess in order to be successful in this position.
Core Competencies: Core competencies are consistent for all positions across the organization and are aligned with WFCU’s core values and the Three Stakeholder Model.
a. Member Focus (internal and external): Builds member confidence, is committed to increasing
member satisfaction, sets achievable member expectations, assumes responsibility for solving member problems, ensures commitments to members are met, solicits opinions and ideas from members, responds to employees.
Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.Job Specific Competencies: The position requires an individual who is able to maintain composure in a variety of situations. The following stand out among a long list of behavioral competencies for this position:Leadership: Leads through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others.Managing for Results: Sets challenging and productive expectations for team, keeps team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results.Managing Performance: Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve performance.People Development: Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility/opportunity.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.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand and walk. The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and talk or hear. The employee must occasionally lift and/ or move up to 50 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER
WEOKIE does not and shall not discriminate on the basis of Protected Status, marital status, and political belief or any other status or condition protected by applicable federal and/or state law. Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.
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