Member Experience Lead & Branch Coach

Position Summary

Responsible for the oversight of operations of credit union branch. Provide quality service to members, member support in escalating situations, acting as technology liaisons, and operating in accordance with established policies and procedures. Assist in training and onboarding new hires. Coach and mentor branch staff to achieve sales, service, and member relationship targets. Serve as an interim leader in the RSM capacity.

• Ensure compliance with policies and procedures for the branch, rules and regulations.
• Evaluate branch operations to ensure quality of work and service to members.
• Responsible for overseeing branch operations including but not limited to:
  Branch cash audits, ATM and CRM, opening and closing logs, branch security, and branch appearance.
• Oversee a team of branch employees.
• Coach, mentor, and develop branch staff.
• Provide member support in escalated situations and assisting with the overall workflow of the branches.
• Assist with the security and safety of the branches. Assist in periodic reviews of security and safety policies and procedures for each branch.
• Assist the RSM with Branch Supervisions.
• Assist staff or members in solving complex account problems.
• Maximize opportunities to advance members on their financial journey by expanding the relationship of the member.
• Coach a team of Member Advocate III to achieve loan growth goals.
• Foster financial counseling initiatives to advance member’s financial lives.
• Oversee the training and education of new hires to assist with retention and succession planning efforts.
• Effectively present credit union products and services to members to grow the business.
• Views change positively and implement the change.
• Travel maybe required.

• Knowledge of banking deposit operations including both deposits and lending.
• Ability to provide critical feedback to all team members.
• Ability to influence, educate, and connect team and members to technology.
• Knowledge of laws and regulations related to Credit Union operations.
• Ability to build community contacts and the business locally.
• Previous leadership experience and training.
• Previous experience in customer service.
• Experience of business development/sales highly desired.
• Certified in Financial Counseling.
• Expert in Symitar and CX360.

• College Degree in Business, Finance, Economics, or related field highly desired.
• 1+ year of management experience desired.

• Long periods of sitting will occur regularly.
• Occasional lifting and/or moving 15 lbs or less.
• Occasional bending, stooping, or crouching may be required.

This job description is not a complete statement of all duties and responsibilities comprising this position.