Manager, Member Service

Manager, Member Service

The primary purpose of this position is to oversee the branch's daily operations, including managing staff, resolving escalated member service issues, and driving sales and service targets. Additionally, the Manager, Member Service is responsible for community engagement and business development efforts, ensuring the branch effectively serves its members and contributes to overall growth. This role also involves maintaining regulatory compliance, optimizing financial performance, and fostering a positive work environment.

Essential Functions:

• Lead, manage, and promote accountability
• Guide, inspire, and align your team with Nutmeg's vision by setting a clear direction, aligning resources, and fostering a culture of accountability and trust.
• Organize people, process, and resources to achieve measurable results. Track performance, facilitate team meetings, and address issues promptly to maintain traction towards goals.
• Own and deliver on roles, responsibilities, and measurable outcomes that support Nutmeg's vision. Provide clarity and coaching to address performance issues timely. Employ data-driven standards whenever possible. Foster a culture where teammates take ownership of their contributions, report progress, and resolve issues collaboratively.
• Market management and community engagement
• Build and maintain strong relationships with community leaders, local organizations, and residents
• Identify potential community engagements and provide proposals to leadership for review
• Manage logistics of community engagements including staffing, materials needed, presentations.
• Drive the sales and service culture
• Identify and pursue potential business opportunities to grow the branch's membership acquisition.
• Conduct market research to understand local conditions, competitor activities, and customer needs.
• Provide recommendations to leadership regarding identified trends and potential promotional ideas.
• Manage and monitor sales and service performance for branch ensuring that targets are being met.
• Maintain regulatory compliance
• Stay current on federal, state, and local regulations by completing all required regulatory training
• Serve as a resource to branch staff on compliance-related topics
• Ensure that all staff is complying with branch regulatory policies and procedures
• Prepare and submit all required reporting in a timely manner
• Assist in the preparation of documents and requests from internal and external auditors

Responsibilities listed reflect general responsibilities of this position and are not to be construed as an exhaustive list of all duties. Other duties may be performed as needed.

Qualifications:

Experience, Education & Credentials:

• Associate's Degree preferred, High School Diploma or GED required.
• Minimum of four years' experience in financial services or retail required.
• Experience with branch operations and retail staff supervision preferred.

Knowledge, Skills & Abilities:

• Ability to lead and motivate a team, manage staff performance, and create a positive work environment.
• Skills in providing exceptional customer service, handling customer complaints, and ensuring a positive banking experience for members.
• Expertise in managing day-to-day branch operations, including cash handling, transaction processing, and ensuring compliance with banking regulations and policies.
• Excellent verbal and written communication skills are essential for interacting with customers, staff, and stakeholders, as well as for delivering clear instruction and feedback.
• Ability to develop and implement strategic plans for achieving branch objectives, adapting to market changes, and aligning with the credit union's overall goals.
• Ability to adapt to changing market conditions, new technologies, and evolving customer member needs while maintaining operational efficiencies.

Competencies:

• Communication – the ability to communicate clearly, effectively, and empathetically.
• Emotional Intelligence – understands and manages their emotions and is attuned to the emotions of others.
• Integrity and Ethics – must act with integrity, honesty, and ethical behavior.
• Decision Making – should be able to make informed and timely decisions based on information, analysis, and critical thinking.
• Adaptability – must be adaptable to navigate through uncertainty and complexity.
• Strategic Thinking – ability to think strategically, envisioning the long-term direction for their team or organization.
• Conflict Resolution – should be skilled in handling conflicts and differences of opinion within their teams or organization.
• Team Building – understand team dynamics, leverage individual strengths, and create a positive team culture.
• Results Orientation – should be focused on achieving results and driving performance.
• Accountability – take responsibility for their actions and outcomes.
• Continuous Learning – committed to their own development and the growth of their team.

Physical Demands:

• Must be able to lift up to 10 pounds.
• Requires standing and/or sitting for an extended period of time.

Mental & Emotional Requirements:

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be capable of dealing calmly and professionally with numerous personalities and diverse perspectives both within and outside of the organization.
• Must be able to perform responsibilities with composure under the stress of deadlines and requirements for quality and timeliness.
• Must be capable of exercising high levels of discretion on both internal and external confidential matters