Member Relationship Assistant Manager - El Reno Job El Reno area,Oklahoma USA,Customer Service/HelpDesk

Title:
Member Relationship Assistant Manager (Asst. Branch Manager)

The Assistant Member Relationship Center Manager assists in all aspects of managing the WEOKIE Member Relationship Center includingmemberserviceandmembershipgrowthforhis/her Member Relationship Centerinalignmentwiththe organization’s Service Delivery Strategy.

Leads the member relationship center’s service delivery strategy. Manages the delivery ofanextraordinaryservice experience for all members and staff.

Assists with supervisory duties for Member Relationship Center employees. Responsible for training, certification, consistent coaching, conducting regular/yearly reviews, assist in developing Member Relationship Center employees for advancement.

As a working Manager, interacts with members to help meet their needs. Educates and trains Membersonhowtoutilizeconvenientservices,including products,onlinebankingtechnology 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 Centerisoperatingefficientlyandreliably,incompliance with

applicable laws,regulations,andrules,haveappropriateoperatingcontrolstomitigaterisk, and are performing at a high level.

Providessupportwithbudgets,reporting,andoperatingplansfor

Member Relationship Centerandprojects impacting the Member Relationship Center Network.

PerformsotherdutiesasrequiredincludingrepresentingWFCUatcommunityandpublicevents.

Drivingtoadifferent Member Relationship Centerorworkevents.
Helpother Member Relationship Centerswhenneededwithstafformanaging Member Relationship Centerwhenasked.

Performotherdutiesasassigned.

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 Centerisadequatelystaffedtomeet Member needs(withminimaloverstaffing and unwanted turnover).

Ensures establishedperformanceobjectives,as identifiedinthe Success Plans,are metor exceeded.

Employeesarethoroughlytrainedandcertifiedaccordingtotheirrespectivejobfunctionsand appropriately developed for future opportunities.

Assist with Member Relationship Centeroperationsefficiently,underappropriateoperatingcontrolsandiscompliant with applicable state and federal laws/regulations.

Performance reviews in the primary areas of responsibility are completed on or before the review date,andaresupportedbytheconsistentcoaching,observationsandinteractionswith the employees.

Workschedulesintheprimaryareaofresponsibilityarepublishedwithinestablished guidelines,maintainingadequateservicelevelstohandlepredictedmembervolume,including Management coverage.

Member Relationship Centeroperatingexpensesarewithinbudgetanddocumented.

Reports are prepared as directed and used to monitor performance to expectations, recognize top performers,identifyproblemareas,managesservicelevelsandstaffing,addresserrorsand quickly correct deficiencies.

Operationalprocessesandcompanypoliciesareconsistentlyappliedandmaintained.

Maintainsthehighestdegreeofconfidentialityandprofessionaldiscretion.

Apositive,motivating,andfunworkplaceismaintainedforMembersandemployees

alike.

Specializedor Technical Knowledge and Skills :

Highschooldiplomaortheequivalent.

Must have at least two years in the retail financial services industry with at least two in a supervisory position.

Familiaritywithsupervisingaconsultativeserviceoperationisaplus,asis a proven track record in meeting and exceeding expectations and…