Manager, Member Service (Branford)

Position Description:

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 hold staff accountable.

• Set clear goals and expectations specific to branch and departmental goals.
• Monitor staff and team performance regularly, identify areas of improvement.
• Support ongoing staff development by identifying areas of growth potential for direct reports.
• Hold teammates accountable for their performance and ensure alignment to Nutmeg's core values.

• Market management and community engagement.

• Build and maintain strong relationships with community leaders, local organization 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 wile maintaining operational efficiencies.

Competencies :

• Empathy: Shows empathy when communicating with team members, understanding their emotions and perspectives
• Accountability: Takes responsibility for their actions and decisions, acknowledging mistakes and learning from them.
• Analyzes Options: Analyzes available options and considers potential outcomes and consequences before deciding.
• Embraces New Technology: Proactively adopts and integrates new technologies and tools into work processes.
• Identifies Root Causes: Analyzes conflicts to identify underlying issues and root causes, not just the surface level disagreements.
• Resource Management: Optimizes the use of available resources to maximize efficiency and productivity.
• Performance Accountability: Holds team members accountable for their performance and provides constructive feedback.

Physical Demands:

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