Member Relationship Manager I (Branch Manager)- El Reno

The Member Relationship Center Manager I is responsible for leading all aspects of the Member Relationship Center including member service and membership growth for the 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, ensuring safe and sound operations and consistent use of corporate service standards to deliver an extraordinary service experience for all members and staff.
• Interviews and supervises Member Relationship Center employees who support the overall service delivery strategy; responsible for training, certification, coaching, conducting regular and 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 engagement.
• Establishes expectations, manages results, holds regular and engaging staff meetings to communicate results, relays expectations, and recognizes successes and opportunities for improved performance.
• Ensures the center operates efficiently and reliably in compliance with applicable laws, regulations, and rules, with appropriate operating controls to mitigate risk.
• Provides support with budgets, reporting, and operating plans for the center and projects impacting the center.
• Performs other duties as required, including representing WFCU at community and public events.
• Drives to a different Member Relationship Center or work events as needed.
• Assists other centers when needed with staff or managing the center.
• Performs other assigned duties.
• Service expectations of members are exceeded (as measured by Member Satisfaction Surveys) through consistent application of extraordinary service with few complaints.
• The 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.
• Center operations comply with applicable state and federal laws/regulations.
• Performance reviews in the primary areas of responsibility are completed on or before the review date, supported by consistent coaching, observations, and interactions with 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.
• Operating expenses are within budget and documented.
• Reports are prepared as directed and used to monitor performance, recognize top performers, identify problem areas, manage service levels and staffing, address errors, and correct deficiencies quickly.
• Operational processes and company policies are consistently applied and maintained.
• Maintains the highest degree of confidentiality and professional discretion.
• Maintains a positive, motivating, and engaging workplace for members and employees alike.

• High school diploma or equivalent.
• At least two to five years minimum in the retail financial services industry, with at least two years in a supervisory position; familiarity with supervising a consultative service operation is a plus.
• Business management experience, including process management, operational analysis, report writing, presentation and writing skills, and use of technology solutions.
• Demonstrated ability to interview, coach, and develop staff to create a team environment.
• Proficiency with a variety of software applications such as Microsoft Office (Outlook, Word, Excel, PowerPoint) and the credit union’s core processing systems.
• Valid state driver’s license at all times; must be bondable.
• Excellent written and verbal communication skills.
• Required to hold Certified Credit Union Financial Counselor (CCUFC) or earn the designation within 24 months…