Universal Member Manager

Universal Member Manager

Greylock Federal Credit Union is seeking a Universal Member Manager for the Great Barrington Branch. This position is in-office and operates from 8:15a to 5:15p Monday through Friday, with rotating Saturdays from 8:15a to 12:45p. Bilingual proficiency is preferred but not required, with a stipend available for bilingual employees who pass a proficiency test.

A $1,500 sign-on bonus is available for full-time employment, with $500 payable after successful completion of onboarding/training within two months of service, and $1,000 after six months of continued satisfactory service.

Greylock Federal Credit Union is committed to inclusion, diversity, equity, and accessibility, striving to build a workforce that reflects the community and upholds psychological safety, respect, and collaboration.

The Universal Member Manager serves as a senior peer leader within the branch, supporting daily operations, mentoring front-line staff, and handling advanced account, lending, and service responsibilities. This role performs a variety of Universal Member transactions, provides subject matter expertise, coordination support, processes various transaction types as needed, and ensures branch-level accountability for service delivery and compliance in alignment with Credit Union policies and strategic goals.

Essential Functions & Responsibilities:

• 20% - Serve as the branch lead resource for onboarding, informal coaching, coverage planning, and performance consistency. Oversees the branch in the absence of the Branch Manager.
• 20% - Opens various accounts, resolves business/fiduciary accounts, wires, deceased member processing, fraud/dispute cases, and account exceptions; ensures documentation quality and timely follow-through.
• 15% - In branches without a Teller Manager, maintains a cash drawer, cash recycler trained, vault certified, and ensures vault operating and cash handling procedures and policy are followed. Manages cash and coin inventory, enforces cash limits, and workstation security. Oversees operational functions, scheduling, and coverage needs of the teller line. Tellers report directly to the Universal Member Manager: model service standards and peer development.
• 15% - Maintain lending authority, ensure compliant disclosures, and execute accurate workups, decisions, and disbursements. Interview, originate, and close home equity applications; review disclosures and documentation; coordinate pipeline and quality control.
• 15% - Maintains up-to-date knowledge of credit union procedures, services, and compliance requirements enforces member confidentiality, regulatory compliance education, vault and cash controls, teller overrides and fee adjustments within authority, and audit readiness. Manages complex issue resolution, maintains expert knowledge, delivers need-based recommendations, and routes to internal specialists, as applicable.
• 10% - Accountable for the branch annual audit requirements, in conjunction with the Branch Manager. Performs surprise cash audits in accordance with the Branch Audit Plan and maintains written documentation as directed annually.
• 5% - Represents Greylock in community, civic, and professional forums to expand the organization's visibility and brand awareness through professional engagement, networking, or external volunteer opportunities.

Performance Measurements:

Knowledge and

Skills:

• Experience:
  
  Minimum 5 years of experience in a credit union or financial services environment with demonstrated expertise in lending, member service, account management, cash handling, and supervisory skills.
• Education:
  
  High school diploma or equivalent required. Additional training or coursework in financial services is preferred.
• Interpersonal
  
  Skills:
  
  Strong leadership and peer coaching abilities. Professional, empathetic communicator with the ability to build trust, solve problems, and guide others.
• Technical/Other
  
  Skills:
  
  Proficient in Microsoft Office, core banking systems, and loan origination platforms. Familiarity with consumer and home equity loan processes, teller overrides, cash recyclers, check scanning, ATMs, vault controls, mitigating risks, and compliance requirements.

Key

Competencies:

• Coaching & Mentoring
• Member Services
• Problem Solving

Additional

Competencies:

• Communication
• Collaboration
• Attention to Detail

Physical Requirements:

Must be able to remain in a seated…