ASST MEMBER EXPERIENCE MANAGER

Description

General Summary

The primary function of this position is to deliver exceptional service by projecting a positive image as an Assistant Member Experience Manager for Dover Federal Credit Union by assisting with the direction and administration of branch operations. Acts as Member Experience Manager when needed. Ensures that established policies and procedures are followed. Assists with the coaching, development, and general training of branch team members, including product knowledge, ethical cross-selling of products/services, and operational growth. Completes high level duties and assignments and provides support to team members and members with complex and difficult tasks.

Essential Functions

• Perform all essential functions of the Member Experience Officer position, and positions below.
• Meets all established branch sales and service goals, referring appropriate products and services to the membership.
• Performs various branch functions as required and assigned by the Member Experience Manager/Area Support Manager
• Possess adequate product knowledge
• Develop each team member to their highest potential by identifying areas for improvement; provide coaching and training and recommend corrective action as necessary.
• Consistently recognize team members who perform at a high level.
• Meet branch minimum requirements for the position as set forth on the Branch Scorecard.
• Hold employees accountable for their performance, attitude and behavior via Scorecard documentation, recommending corrective action, if necessary.
• Coordinate employee performance meetings with Member Experience Manager, including goal setting and development plans.
• Ensure adequate scheduling for efficient branch operations.
• Ensure branch staff complete outbound calls as required.
• Conduct interviews and coordinate hiring decisions in conjunction with Member Experience Manager/Area Support Manager and Human Resources.
• Demonstrate enthusiastic support of corporate mission, core values and long-term strategic objectives.
• Participate in Financial Literacy/BVS classes as instructed by management and actively manage in-branch training and educational classes/sessions including Wednesday training, in unison with the Member Experience Manager.
• Performs job duties within Credit Union Bylaws, Regulations, Board Policies, internal and external service standards, and current procedures and processes.
• Provide leadership to all team members through effective and objective organization, delegation, communication and coaching.
• Ensures team members are well trained, effective, and optimally utilized for staffing. Provides instruction regarding policy, procedure, and service and product offerings. Assists with training and orienting new team members.
• Assists in ensuring all branch functions are correctly performed and are in accordance with established polices and standards. Ensures all security procedures are followed. Investigates drawer shortages/overages and institute corrective workflow when necessary.
• Ensure Cash Drawers, Electronic Cash Recyclers (ECR), Coin Machine, Cash Advance Machine, Automated Teller Deposits (ATMs), Check 21 batches, and GL balancing/branch/vault balancing/settlement is performed in accordance with Branch/Security Procedures.
• Complete security checklist monthly according to auditing guidelines.
• Observe cash intake/output and order accordingly to branch limit.
• 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.
• Provides guidance in resolving member related issues in a professional, ethical, and tactful manner.
• Provide coverage to other branches as required.
• Provide Notary service and Medallion Signature services
• Provide a friendly, professional, fair, standardized, non-discriminatory and non-preferential environment for members and team members.
• Assist with maintenance of branch facility, production workflow, and physical environment.
• Attend various meetings and create/submit reports as needed, in a timely manner.
• Participate in marketing/community events and branch-related activities to increase member experience and culture.
• Maintain branch performance in the absence of the Member Experience Manager.
• Responsible for managing risks specific to related job functions with an expectation to make and support risk-informed decisions and remain diligent in identifying emerging risks that could jeopardize the success of the Credit Union.
• Any other duties as assigned.

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

Requirements

Job Specifications

• Requires education equivalent to a 4-year high school education, plus some additional post-secondary technical coursework.
• Requires at least 3 years of experience in credit union or financial service industry.
• Requires professional, well-developed interpersonal and teamwork skills necessary for communicating with members, guests, callers and team members.
• 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 applications (Word, Excel, MS Outlook).
• Requires Intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.)
• Lending and Cash Handling experience preferred.

Physical Requirements

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 sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 50 pounds.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.