Member Success Supervisor

Job Details

Job Location:

Glen Kernan Parkway - Jacksonville, FL 32224
Position Type:
Full Time
Education Level: High School

Travel Percentage :
Up to 25%
Job Category:
Branch Team

Radi Fi Credit Union is seeking a Member Success Supervisor to be responsible for supporting the branch in meeting team and individual goals. Supports Management by assisting with coaching the branch team to effectively execute sales & service to members. Act as the Member Success Manager when the manager is out of the office attending business development events or on vacation.

• Interviews members and potential members and presents Radi Fi Credit Union products and services that meet the needs of the members financial success.
• Oversee Member Success Advocate operations to assure proper compliance is being followed in cash management.
• Be a mentor for all Member Success Advocate levels in cross selling techniques and applying Radi Fi service and sales standards. Model required behaviors in every interaction with the member.
• Assist in providing training and coaching as needed to help the branch achieve it’s strategic growth and assist in developing the branch’s strategic growth plan. This includes the coaching of the Member Success Advocates to assure they are meeting assigned cross sell goals.
• Attend outside business development and sales events with the Retail Leadership as assigned.
• Act as a Member Success Lead in the absence of that position. May be asked to assist at other branches in this capacity in the event these positions are vacant or an extended period of absence.
• Follow up with members to obtain needed deposit documents to complete the account opening or closing process when needed.
• Assist with member inquiries and escalations regarding debit card items, debit card fraud and dispute requests, stop payment requests, unauthorized ACH requests, statement review, member balancing assistance, deposit product rate review, name record file maintenance items, online banking items, and IRA withdrawals and maintenance.
• Open new membership accounts to include consumer and business memberships.
• Possess a strong understanding of credit reports and consumer lending documentation.
• Assist in the growth of business lines that require referrals to grow such as Investment Services, Mortgages, and Business Services. Meet assigned referral goals and assure Member Success Advocate staff is meeting assigned goals.
• Be an expert in all of our online product offerings, assisting members with the creation and maintenance of their online profiles.
• Have the ability to solve complicated issues by providing first level problem solving skills.
• Act as the branch subject matter expert on all deposit products.
• Assist with outbound calling campaigns, monitor effectiveness and participate in calling efforts.
• Administrative duties as assigned to include quality assurance of new accounts and the scanning of any documentation.
• May be responsible for opening and closing of safe deposit box if branch location offer this service.
• Act as a branch notary for members.
• Attend meetings and training sessions as assigned.
• Performs other job-related duties as assigned.

Minimum of two years of similar or related experience, including time spent in preparatory positions.

• (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through job-specific skills gained through relevant work experience or an apprenticeship program.

A significant level of trust and diplomacy is required to be an effective…