Member Relationship Assistant Manager - South

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Full-time Regular Oklahoma City, OK, US 1 Attachments

6 days ago Requisition

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 Centeremployees. 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,includingproducts,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 Memberneeds(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 reviewdate,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,andfunworkplaceismaintainedfor
  
  Membersandemployees alike.

• 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 objectives.
• Musthavebusinessmanagementexperiencetoinclude:process management,operational analysis, report writing, presentation and writing skills, and use of technology solutions.
• Musthaveademonstratedabilitytointerview,coachanddevelopstafftocreateateam environment.
• Mustbeabletolearnanduseavarietyofsoftwareapplicationssuchas Microsoft Office  (Outlook, Word, Excel and PowerPoint) and the credit union’s core processing systems.
• Musthaveavalidstate Drivers Licenseatalltimes .Mustbebondable.
• Excellentcommunicationskills,includingbutnotlimitedto,writtenandverbal.
• Required to hold Certified Credit Union Financial Counselor (CCUFC) or be able to earn designation within 24 months of being in role
• Behavioral Competencies
  :
  
  Behavioralcompetenciesaretheskillsandpersonalcharacteristicsthat an individual should possess in order to be successful in this position.
• Core Competencies
  :
  Core competencies are consistent for all positions across the…