Member Relationship Assistant Manager - Piedmont

The Assistant Member Relationship Center Manager assists in all aspects of managing the WEOKIE 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 the member relationship center’s service delivery strategy, managing the delivery of an extraordinary service experience for all members and staff.
• Assists with supervisory duties for Member Relationship Center employees, responsible for training, certification, consistent coaching, conducting regular/yearly reviews, and assisting in developing employees for advancement.
• Interacts with members to help meet their needs, educates and trains them on how to utilize convenient services, including products, 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/enhanced performance.
• Ensures the assigned Member Relationship Center operates efficiently and reliably, in compliance with applicable laws, regulations, and rules, maintains appropriate operating controls to mitigate risk, and performs at a high level.

Provides support with budgets, reporting, and operating plans for Member Relationship Center and projects impacting the Member Relationship Center Network.

• Performs other duties as required including representing WFCU at community and public events.
• Driving to a different Member Relationship Center or work events.
• Help other Member Relationship Centers when needed with staff or managing Member Relationship Center when asked.
• Perform other duties as assigned.
• 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 Center is adequately staffed 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.
• Assist with Member Relationship Center operations efficiently, under appropriate operating controls and is compliant with applicable state and federal laws/regulations.
• Performance reviews in the primary areas of responsibility are completed on or before the review date, and are supported by consistent coaching, observations and interactions with the employees.
• Work schedules in the primary area of responsibility are published within established guidelines, maintaining adequate service levels to handle predicted member volume, including Management coverage.
• Member Relationship Center operating expenses are within budget and documented.
• Reports are prepared as directed and used to monitor performance to expectations, recognize top performers, identify problem areas, manage service levels and staffing, address errors and quickly correct deficiencies.
• Operational processes and company policies are consistently applied and maintained.
• Maintains the highest degree of confidentiality and professional discretion.
• A positive, motivating, and fun workplace is maintained for Members and employees alike.

• High school diploma or the equivalent.
• Must have at least two years in the retail financial services industry with at least two 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.
• Must have business management experience to include: process management, operational analysis, report writing, presentation and writing skills, and use of technology solutions.
• Must have a demonstrated ability to interview, coach and develop staff to create a team environment.
• Must…