Member Relationship Assistant Manager - Piedmont

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Location:

Piedmont, Piedmont, OK, US

The Assistant Member Relationship Center Manager assists in all aspects of managing the WEOKIE Member Relationship Center including memberserviceandmembershipgrowthforhis/her Member Relationship Center in alignment with the 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 Center employees. 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,including products,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.

applicable laws, regulations, rules, have appropriate operating controls to mitigate risk, and are performing at a high level.

• Providessupportwithbudgets,reporting,andoperatingplansfor
  
  Member Relationship Centerandprojects 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 the 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.

• Highschooldiplomaortheequivalent.
• 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 a proven track record in meeting and exceeding expectations and objectives.
• M…