Member Relationship Manager ; Branch Manager

Member Relationship Center Manager I

The Member Relationship Center Manager I is responsible for leading all aspects of the Member Relationship Center including member service and membership growth for his/her Member Relationship 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. Ensures employees perform in a safe and sound manner and consistently utilize corporate service standards to deliver an extraordinary service experience for all members and staff.
• Interviews and supervises Member Relationship Center employees who actively support the overall service delivery strategy. Responsible for training, certification, consistently 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 and online banking technology 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 or enhanced performance.
• Ensures the assigned Member Relationship Center operates efficiently and reliably, in compliance with applicable laws, regulations, and rules, has appropriate operating controls to mitigate risk, and performs at a high level.
• Provides support with budgets, reporting, and operating plans for the Member Relationship Center and projects impacting the Member Relationship Center.
• Performs other duties as required, including representing WFCU at community and public events.
• Drives to a different Member Relationship Center or work events.
• Assists other Member Relationship Centers when needed with staff or managing a Member Relationship Center when asked.
• Performs other duties as assigned.
• Exceeds service expectations of members (as measured by Member Satisfaction Surveys) through the consistent application of providing extraordinary member service during member transactions with few, if any, complaints.
• Maintains adequate staffing of the Member Relationship Center 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.
• Ensures Assigned Member Relationship Centers operate efficiently, under appropriate operating controls, and comply with applicable state and federal laws and regulations.
• Completes performance reviews in the primary areas of responsibility on or before the review date, supported by consistent coaching, observations, and interactions with the employees.
• Publishes work schedules in the primary area of responsibility within established guidelines, maintaining adequate service levels to handle predicted member volume, including management coverage.
• Maintains Member Relationship Center operating expenses within budget and documented.
• Prepares reports as directed and uses them to monitor performance expectations, recognize top performers, identify problem areas, manage service levels and staffing, address errors, and quickly correct deficiencies.
• Applies and maintains operational processes and company policies consistently.
• Maintains the highest degree of confidentiality and professional discretion.
• Maintains a positive, motivating, and fun workplace for members and employees alike.

• High school diploma or the equivalent.
• At least two to five years minimum in retail financial services industry with at least two years in a supervisory position. Familiarity with supervising a consultative service operation is a plus, as is a proven track record in meeting and exceeding expectations and objectives.
• Business management experience, including process management,…