Member Relationship Assistant Manager

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 and manages 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.
• As a working Manager, interacts with members to help meet their needs; educates and trains members 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 is operating efficiently and reliably, in compliance with applicable laws, regulations, and rules, has appropriate operating controls to mitigate risk, and is performing at a high level.
• Provides support with budgets, reporting, and operating plans for the 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, and helping other Member Relationship Centers when needed with staff or managing the center when asked.
• Performs other duties as assigned.
• Ensures service expectations of members are exceeded (as measured by Member Satisfaction Surveys) by consistently applying extraordinary member service when conducting member transactions with few, if any, complaints.
• Maintains adequate staffing to meet member needs with minimal over‑staffing 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.
• Operates the Member Relationship Center efficiently, under appropriate operating controls, and remains compliant with applicable state and federal laws/regulations.
• Completes performance reviews in the primary areas of responsibility on or before the review date, supported by consistent coaching, observations, and interactions with 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.
• Ensures Member Relationship Center operating expenses are 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 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.
• Business management experience, including process management, operational analysis, report writing, presentation and writing skills, and use of technology solutions.
• Demonstrated ability to interview, coach, and develop staff to create a team environment.
• Ability to learn and use a variety of software applications such as…