Manager – Member Center

Position Title: Manager - Member Center

FLSA Status: Exempt

Position Summary:

Member Center Managers are responsible for having all center associates report directly to them and include a detailed job description update to show enhanced behavioral needs. Senior Member Center Managers share the same daily responsibilities and are experts in their field, consistently exceeding production goals and member service standards, and acting as productive business partners for other TDECU lines of business.

They also serve as leaders in project management, training, and contribute on a Retail level.

• Ensure a positive member experience is delivered in the branch by leading and developing employees, monitoring service standards, and resolving concerns.
• Promote operational excellence by adhering to audit/compliance schedules, minimizing loss, and maximizing accuracy of employees’ work.
• Engage frontline talent through coaching sessions, observations, development planning, and feedback.
• Be responsible for the overall growth of members and deepening existing member relationships within the branch’s community.
• Partner with and build relationships with other lines of business at TDECU to provide members a holistic “one stop shop” solution for their financial needs.
• Adopt online/mobile solutions in response to changing consumer demands, educate members on these solutions, and grow as financial experts with the team.
• Perform other duties in response to organizational, member, and/or team needs, including engaging members in the lobby, opening new accounts and loans, and serving on organizational committees as assigned.

• Education:
  
  4-year degree in Business Management or equivalent in work experience

• 2 years of management experience with direct reports including coaching and scheduling

• Ability to coach and develop individuals with varying levels of experience and to leverage influence to garner results from colleagues and indirect reports.
• Skilled at building relationships and networks within and outside the organization to support goals.
• Skilled at developing and maintaining a culture of results where accountability drives performance.
• Skilled at creating and supporting a culture of adaptability.
• Strong attention to detail, including accuracy with numbers and names in a fast-paced environment; ability to document information without error and to follow step-by-step processes.
• Strong interpersonal communication, including courtesy, tact, and diplomacy.
• Demonstrates and coaches job-required skills and behaviors for newer team members and serves as a role model.
• Proactive, positive attitude toward members, supervisors, coworkers, and the credit union; maintains a positive service approach with members in challenging situations.
• Strong oral and written communication skills with the ability to speak and write clearly.
• Dedication to meeting the expectations and requirements of internal and external members.
• Ability to prioritize tasks, manage time efficiently, and handle a broad range of activities; strong planning and organizational skills.
• Ability to generate new ideas and non-traditional solutions to operational or member service issues.
• Proficient in operating a ten-key calculator and computer keyboard by touch.
• Availability to work with the credit union’s core business hours, including Saturday hours in this role.
• Ability to troubleshoot smartphones, tablets, PCs, and assist members with online/mobile banking after TDECU training.
• Demonstrated ability to understand and resolve problems to satisfy members.
• Ability to use feedback for continuous improvement and development; capable of elevating ideas and issues for management insight and remediation.
• Proactively identifies members’ banking issues and needs through conversation and active listening.
• Serves as a resource to members, prospective members, and employees.
• Provides world-class, real service.

• The physical demands and work environment are representative of those that must be met to perform essential functions of this position. Reasonable accommodation may be made…