• Leads the teller team to ensure members are given excellent experiences both for service-related needs and financial wellness needs. Oversees the consistency of member service interactions and the utilization of omnichannel tools available to enhance a member’s experience.
• Leads the teller team to create and sustain relationships with ACU’s members by responding to their service needs, utilizing active listening skills to position referred financial solutions to members. Understands and executes on Ashland Credit Union’s strategic mission through the consistent use of financial wellness conversations with each member interaction. These interactions can come from many channels such as in person, over the phone, video banking, web applications, text, and chat. Efforts around this key component measured through member results as measured by datapoints.
• Uses ACU’s policies and procedures to effectively respond to needs which creates a great member experience and solidifies loyalty to the credit union. Assists the Branch Manager with teaching, coaching, and training branch tellers and financial wellness consultants, around ACU’s policies and procedures and oversees implementation in daily member interactions.
• Understands operational policy and procedures are in place to protect the credit union as well as its members and manages scenarios of risk with sound judgement, high ethics, and prudence. This requires active participation in daily behaviors that are in place to mitigate risk. These action steps are expected to be completed with accuracy, efficiency, and precision. Additionally, coaches direct reports to always adhere to operational risk expectations.
• Always exercises brand ambassadorship with members, employees, ACU board members, and volunteers.
• Consistently completes requires compliance training and enthusiastically participates in ongoing behavioral skill training that equip one for excellent job performance.
• Utilizes available resources to make the most of member opportunities including but not limited to outbound call efforts, service needs to financial wellness referral, targeted outreach campaigns, and center of influences activities. Teaches, coaches, and trains the teller team on creative approaches utilizing the above referenced tools.
• Leads team to consistently meet service and financial wellness standards and goals as defined by senior leadership and ACU’s Board. Works with manager to identify gaps and collaborates to quickly readjust approaches.
• Assists with managing the life cycle of employee engagement including but not limited to hiring, training collaboration and onboarding, performance management, coaching for success, accountability, recognition, development, mentoring, and work life balance for direct reports.
• Other duties as requested by Manager or Senior Management.

High School Diploma or Equivalent

Cash handling experience required

Minimum 5 years of retail sales and service, retail branch banking preferred

Previous experience in leadership roles preferred

Ability to work Monday thru Thursday 8am to 5pm, EST and Friday 8am to 6pm