Member Service Manager

Nusenda Credit Union is dedicated to excellent member service, care for our community, and being a great place to work. We strive to make a positive difference in the lives of our members and the communities we serve to help them achieve their financial goals. Diversity, equity, and inclusion are part of our culture and values.

As an employer of choice, we invest in people and their careers. Our competitive employee benefits include several health and wellness options, competitive 401(k) matching contributions, professional development, and tuition assistance and more!

Thank you for your interest in joining the Nusenda team!

We are currently seeking a Member Service Manager (MSM) to join the Credit Union at our Unser Branch. As a Member Service Manager, you'll work as part of the Branch Management team to direct and coordinate the activities of the branch including Teller and Financial platform operations. While acting as a trusted financial advisor to existing and potential members, you use a consultative approach to evaluate, educate, and fulfill members’ financial needs.

You are responsible for leading team members through daily monitoring, coaching, and development to ensure the team is a professional and friendly resource for employee questions/issues while building trust through everyday interactions.

• Assist the Office Manager in the oversight of branch operations to include the Teller and Financial Platform to ensure all member needs are met in accordance with departmental expectations.
• Develop methods to support departmental and organizational initiatives to ensure the delivery of exceptional member service and needs-based sales culture.
• Support staff development by conducting huddles, kickoffs, and department meetings aligned to support organizational goals.
• Assist members with their financial needs through a consultative needs-based approach.
• Assist members with account and loan products and services, answer questions, and act as a teller as needed, handling problem resolution within authority level.
• Refer members to specialized departments as needed and assist in a variety of tasks to ensure efficient office operations, including opening and closing procedures.
• Lead and manage subordinates in respect to hiring, training, development, and evaluation of employee performance within the department; recommend promotions, transfers, and salary adjustments.

• One to three years of similar or related experience in retail banking.
• Associate’s Degree in business or related field.

• Advanced understanding of branch operations including all teller functions, consumer lending, and sales and service techniques.
• Must be able to handle multiple responsibilities, meet deadlines, deal with sensitive information, and handle problem resolution.
• Exceptional verbal, written, and presentation skills with the ability to work with multiple levels of the organization.
• Development, performance management, training, and employee counseling skills are essential.
• Excellent organizational and attention to detail skills.
• Must possess strong analytical and problem‑solving skills, with the ability to derive innovative strategies and implement them in a timely, effective manner.
• Ability to adapt quickly to change and proactively communicate.

Nusenda Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.