Member Relationship Supervisor

Job Description

Job Description

Position Objective:

Through Ownership pride, the Member Relationship Supervisor is responsible for mentoring Member Relations internal owners and continuously exercising initiative in leading their assigned relationship center with a passion and drive to deliver the “WOW” member service experience and to become the Standard of Excellence in providing Fundamental Banking Services. The Member Relationship Supervisor is responsible for owning the member service experience through relationship building and a well-organized focus to ensure members’ needs are met in support of Northern’s mission, vision, and strategic direction.

Essential Job Functions:

1. Strengthens Northern’s people-first culture by providing inspirational leadership that leads to an engaged workforce enabling our organization to be profitable, efficient, and well capitalized by:
   1. Providing leadership that progressively builds confidence, motivates and inspires team members to constantly challenge boundaries in pursuit of reaching their maximum potential.
   2. Engaging team members in establishing department goals and objectives that meet/exceed the needs of our internal owners and Northern’s Values and strategic expectations.
   3. Ensuring team members are well equipped and highly efficient in fulfilling their responsibilities.
   4. Establishing and communicating clear performance standards and proactively coaching, counseling, and developing the team, ensuring they are effective with delivering outstanding service to internal and external owners.

1. Actively promotes the member-centric philosophy and takes pride in being the “Standard of Excellence” through a highly engaged team by:
   1. Effectively hiring, promoting professional development, and conducting performance evaluations of assigned Member Relations internal owners.
   2. Proactively coaching, motivating, and leading relationship center activities while creating and cultivating the Ownership environment crucial to achieving Credit Union and department efficiency and productivity goals while promoting positive and mutually valuable solutions as well as providing outstanding member service by effectively modeling Credit Union service standards and owning the member service experience.
   3. Providing internal owners with opportunities for growth in the understanding of relationship building and techniques in credit union business, lending, and financial management.
   4. Proactively providing leadership to assigned internal owners through effective goal objective and goals setting, delegating, motivating, communicating, training, mentoring and Leading with Vision and Values to ensure that all actions are driven by positive initiatives to achieve the Member Service and the Credit Union’s strategic plan as well as aligning with the Credit Union core values.
   5. Ensuring that Member Relations internal owners are highly motivated, trained and knowledgeable of all Member Relations policies and procedures. Communicating changes of policies, procedures, and practices to assigned teams to ensure team members are appropriately trained and kept up to date with appropriate changes.
   6. Monitoring relationship center internal owners’ work performance and compliance by measuring, monitoring results, progress, and impact; helping to prepare and deliver performance evaluations, performing and documenting coaching sessions: challenging and inspiring for growth, expressing confidence in internal owners’ abilities, and holding others accountable for results promptly on the spot and positively in person.
   7. Encouraging individual and group input, listening to and supporting new ideas, and recognizing behavior and actions that support the Credit Union’s vision. Conveying a sense of purpose and setting sales expectations positively and confidently. Communicating sales achievements and successful service accomplishments to assigned teams and rewarding direct reports who deliver upon well-executed plans that meet/exceed established goals.
   8. Leading by example through consistently presenting camera-ready appearance, including the surrounding environment while delivering communications through the Virtual Office Technology.

1. Actively provides support to Northern and the Member Relations team to meet department and organizational goals by:
   1. Providing friendly, responsive service to all members as well as cross-selling appropriate products and services to benefit the member.
   2. Seizing every opportunity to increase multiple-account relationships with members as well as potential members through interviewing and communicating with members regarding their financial options.
   3. Blending exceptional member service with value-added programs and providing education and guidance for members on the use of Northern’s multiple delivery channels.
   4. Maintaining focus and perspective while handling member inquiries and escalations, even during difficult situations.
   5. Identifies areas to increase efficiencies, enhance productivity, and provide a consistent “WOW” atmosphere.
   6. Collaborating with all Member Relationship Centers, Home Lending, Operations and any other related departments to ensure standards of excellence are met at all times.
   7. Ensuring all relationship center activities are conducted in accordance with established policy guidelines and standards; and are properly documented.

1. Effectively oversees and ensures relationship center and team success by:
   1. Assisting the Member Relationship Manager with planning and leading the overall direction and performance of the relationship center, ensuring relationship center goals and objectives are established and monitored, and regularly reporting on relationship center performance. Fully utilizing the tools and resources as well as providing tools and resources for owners’ to find answers as needed.
   2. Participating in relationship center and all-staff meetings in order to maintain awareness of organizational issues and promotional campaigns; as well as staying current on policies, procedures, and compliance. Assisting with, performing, and training relationship center internal owners to perform other department-related transactions proficiently as needed to meet member service needs.

1. Under limited supervision, effectively oversees and ensures the overall success of the day-to-day operations of the Relationship Center through:
   1. Collaborating with all Relationship Center leaders to schedule department resources and ensure that locations are properly staffed. Ensure the assigned Relationship Center is well maintained, efficiently operated, and consistently focused on delivering outstanding service to members.
   2. Partnering with the Facilities Manager and the Security Officer in maintaining safety and security controls of the Relationship Center location; maintaining control over audit procedures to ensure compliance with controls; monitoring office activity, including number of transactions, loan volume, sales volume, etc. and notifying the VP of Member Relations of any breaches immediately.
   3. Ensuring the Relationship Center consistently follows established Credit Union policies, procedures, as well as state and federal regulations.
   4. Collaborating with the Marketing Department to coordinate special events: monitoring planning, scheduling and implementation as required for proper execution of each event, including but not limited to business after hours, educational seminars, member appreciation events, etc.
   5. Participating in other credit union duties, functions, committees and events as may be reasonably requested.
   6. Monitoring electronic service delivery channels and relationship center technology for effectiveness and arrange for immediate technical support solutions as needed.
   7. Conducting other day-to-day functions as needed to ensure overall success of the Relationship Center and the team.

Other Job Functions:

• Through Ownership Pride, promotes Northern's Core Values throughout the organization. Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations.
• Actively participates in other Credit Union duties, functions, committees, and events as may be reasonably requested, or on a volunteer basis.
• Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners.
• Participates in Business Development activities developed through team initiatives and as directed by the Member Relationship Manager.
• Ability and drive to establish and nurture professional business relationships with internal and external members, industry professionals, partners, association groups, service vendors, and other parties as necessary and appropriate in support of Credit Union programs.
• Achieve and maintain a thorough knowledge of all Credit Union products/services and delivery channels, trends in the Credit Union industry as well as credit union regulations, policies and procedures.
• Participates in the Credit Union’s future by offering constructive suggestions that may attract new members and/or enhance product penetration.
• Continually identifies and participates in internal and external educational programs, schools and/or conferences to continually develop greater knowledge and expertise Lending programs and analytics. Takes initiative for personal career development and seeks opportunities to learn new skills.
• Reports all suspected fraud activity immediately to the appropriate department.
• Travel will be required. Valid driver’s license and/or reliable and occasional spontaneous transportation is required.
• Flexible hours including evenings and Saturdays as necessary to meet established goals.

Qualifications, Skills and Experience:

• Associate degree from accredited college or university with a specialized course of study at a business or trade school is required. Bachelors’ degree preferred.
• 2-5 years of similar or related experience in a similar or related position in addition to one year of progressively responsible leadership experience is required.
• Exhibits a professional level of self-direction and autonomy. Diversified procedures, specialized job standards, and specific policies, as well as agreed upon objectives, deadlines and priorities require analytical ability, judgment, and time management skills.
• Possesses a significant level of trust, credibility, and diplomacy. In-depth dialogue, conversations and explanations with members and outside vendors will be required. Communications may involve motivating, influencing, educating and/or advising others on matters of significance in one-on-one and in small group situations. Proven ability and maturity to handle confidential/sensitive information in a professional manner is required.
• Responsible to produce financial or strategic results that are expected to have a minor impact on current organizational outcomes and/or would only impact a small segment of members or internal owners.
• The position requires confident leadership abilities. This individual will be instrumental in maintaining effective teamwork among both peers and direct reports.
• Exceptional member service skills, relationship focused approach, and product and service knowledge are required.
• Must adapt well to new or non-traditional environments and the changing needs of the organization as well as display a commitment to the community, to increasing member engagement and to Northern’s objectives.
• Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
• A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database

Physical Activities and Requirements of this Position:

Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. Talking: Especially where one must frequently convey detailed or important Instructions or ideas accurately, loudly, or quickly. Average Hearing: Able to hear average or normal conversations and receive ordinary information. Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers. Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate office equipment. Physical Strength: Sedentary work; sitting most of the time. Working Conditions: No hazardous or significantly unpleasant conditions.

Mental Activities and Requirements of this position:

Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.Able to interpret a variety of technical instructions and can deal with multiple variables. Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission. Markup and selling price; and ratio, proportion, and percentage. Able to Perform very simple algebra. Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style. Ability to conduct training, communicate at panel discussions, and make professional presentations.

Compensation:

The base pay range for this position is $64,253.88 - $81,285.03. Exact offers will be determined based on job-related knowledge, skills, and experience