Member Relationship Supervisor- Eagle View

divh2Member Relationship Supervisor- Eagle View/h2pThe Member Relationship Supervisor (MRASUP) is responsible for leading and coaching a team of 1012 Member Relationship Agents to deliver exceptional member experiences and achieve performance objectives. This role oversees daily operations, ensuring workflows are efficient and compliant with ICCU policies, while fostering a positive and collaborative team culture aligned with ICCUs core values. The Supervisor provides ongoing coaching and training to team members on lending philosophies, risk assessment, and selling techniques, supporting their professional growth and development. In addition, the MRASUP monitors team performance against key metrics and production goals, analyzes reports to identify trends, and implements strategies for continuous improvement. The position also ensures that all member interactions meet ICCUs Eagle Service Standards, promptly resolves escalated concerns./ppDuties and Responsibilities:/pulliTeam Supervision: Oversee daily operations and provide coaching to ensure team success./liliMember Focus: Help members achieve financial success and ensure exceptional service experiences./liliCore Values: Promote and demonstrate ICCUs core values in all responsibilities./liliTeam Culture: Foster an energetic and positive team environment aligned with ICCUs goals./liliMember Interaction: Ensure member interactions meet ICCUs service standards and expectations./liliPerformance Goals: Manage team performance to meet insurance penetration and production objectives./liliTraining: Train team members on credit union lending philosophies, risk assessment, and cross-selling./liliReporting: Analyze reports to identify improvement areas and recommend solutions./liliCoaching: Conduct regular one-on-one meetings to review progress and support career development./liliNPS Follow-Up: Ensure timely follow-up on Net Promoter Score feedback./liliEscalation Management: Address escalated member loan or department issues as needed./liliRecruitment and Recognition: Assist with hiring and recognize team achievements./liliCulture and Incentives: Provide support in CultureView, ISS plans, and incentive approvals./liliOther Duties: Complete additional projects and responsibilities as assigned./li/ulpQualifications:/ppBachelors degree or equivalent experience, with two years of lending experience preferred. They must demonstrate strong decision-making abilities, excellent communication, and interpersonal skills, along with the capacity to handle pressured situations effectively. A solid understanding of general lending policies, federal regulations, and Credit Union goals and objectives is essential. Additionally, maintaining confidentiality of Credit Union and member records at all times is required./ppPerformance Standard:/ppMust be able to achieve minimum sales expectations established by the Chief Lending Officer. Be professional and courteous in manner, while focused on quality, and quantity of work performed. Be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by Idaho Central Credit Union./ppPhysical Requirements:/pulliPerform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.)./liliSit for extended periods of time./liliLift 20-40 pounds of applicable supplies including but not limited to copy paper, cash drawers, marketing material, etc./liliRepetitive motion using wrists, hands, and fingers./liliReach keyboards./liliAbility to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.)./li/ulpThis role offers benefits, including:/pulliCompetitive Pay/liliMedical, Dental, Vision Insurance/liliGenerous Paid Time Off/lili11 Paid Holidays/liliMatching 401K AND Pension/liliTuition Reimbursement/liliEmployee Assistance Program/liliEmployee Wellness Program/liliPaid Group Life and Disability Insurance/liliAwesome Culture/liliBusiness Discounts/liliAnd More/li/ulpThe above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job./ppMust be eligible for membership at ICCU to obtain employment./ppICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law./ppEqual Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor./p/div

Idaho Central Credit Union