Universal Member Manager

Job Description

Job Description

Greylock Federal Credit Union

Position Title: Universal Member Manager

Department: Great Barrington Branch 

Work Arrangement: In-Office (8:15a-5:15p M-F; rotating Saturdays 8:15a-12:45p)

Bilingual : Preferred but not required (Bilingual employees are eligible to receive a stipend in addition to the posted pay range below after completing a proficiency test) 

Sign on bonus : $1,500.00 sign on bonus available for full-time employment. Eligibility for the bonus is $500 after successful completion of onboarding/training to be paid with two months of service, and $1,000 after 6 months of continued full-time satisfactory service.

We are guided by our IDEA principles - Inclusion, Diversity, Equity, and Accessibility - to support a workforce that reflects our community. Our principles support Greylock’s mission and our goals of building a diverse workforce - reflecting multiple identities - and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive, while also upholding our cultural standards of psychological safety, respect, and collaboration in every interaction.

The Universal Member Manager serves as a senior peer leader within the branch, supporting daily operations, mentoring front-line staff, and handling advanced account, lending, and service responsibilities. This role performs a variety of Universal Member transactions, provides subject matter expertise, coordination support, processes various transaction types as needed, and ensures branch-level accountability for service delivery and compliance in alignment with Credit Union policies and strategic goals. In Branches without a Teller Manager, the Universal Member Manager performs a variety of Teller transactions and oversees operational functions of the Teller Line

Essential Functions & Responsibilities:

20%

Serve as the branch lead resource for onboarding, informal coaching, coverage planning, and performance consistency. Oversees the branch in the absence of the Branch Manager.

20%

Opens various accounts, resolves business/fiduciary accounts, wires, deceased member processing, fraud/dispute cases, and account exceptions; ensures documentation quality and timely follow-through.

15%

In branches without Teller Manager, maintains a cash drawer, cash recycler trained, vault certified, and ensures vault operating and cash handling procedures and policy are followed. Manages cash and coin inventory, enforces cash limits, and workstation security. Oversees operational functions, scheduling, and coverage needs of the teller line. Tellers report directly to the Universal Member Manager: model service standards and peer development. 

15%

Maintain lending authority, ensure compliant disclosures, and execute accurate workups, decisions, and disbursements. Interview, originate, and close home equity applications; review disclosures and documentation; coordinate pipeline and quality control.

15%

Maintains up-to-date knowledge of credit union procedures, services, and compliance requirements enforces member confidentiality, regulatory compliance education, vault and cash controls, teller overrides and fee adjustments within authority, and audit readiness. Manages complex issue resolution, maintains expert knowledge, delivers need-based recommendations, and routes to internal specialists, as applicable.

10%

Accountable for the branch annual audit requirements, in conjunction with the Branch Manager. Performs surprise cash audits in accordance with the Branch Audit Plan and maintains written documentation as directed annually.

5%

Represents Greylock in community, civic, and professional forums to expand the organization's visibility and brand awareness through professional engagement, networking, or external volunteer opportunities.

The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties, both related and unrelated to the above, may be assigned and, therefore, required. 

Performance Measurements:

1. Team performance in accuracy with cash handling skills, errors to members' accounts, and service consistency, through mentoring, system data, and peer support
2. Complex member needs are met with accuracy, professionalism, and efficiency.
3. Lending and account servicing tasks are executed in full compliance with policies.
4. Team coverage, service flow, and escalations are supported proactively and effectively.
5. The branch maintains a strong member service culture aligned with Greylock’s mission.
6. Demonstrates commitment to Greylock’s culture by creating safe, respectful, and inclusive spaces, and actively engaging in coaching, mentoring, and peer support.

Knowledge and Skills:

Experience: Minimum 5 years of experience in a credit union or financial services environment with demonstrated expertise in lending, member service, account management, cash handling, and supervisory skills.

Education: High school diploma or equivalent required. Additional training or coursework in financial services is preferred.

Interpersonal Skills: Strong leadership and peer coaching abilities. Professional, empathetic communicator with the ability to build trust, solve problems, and guide others.

Technical/Other Skills: Proficient in Microsoft Office, core banking systems, and loan origination platforms. Familiarity with consumer and home equity loan processes, teller overrides, cash recyclers, check scanning, ATMs, vault controls, mitigating risks, and compliance requirements. 

Key Competencies:

Coaching & Mentoring

Member Services

Problem Solving

Additional Competencies:

Communication

Collaboration

Attention to Detail

Physical Requirements:

Must be able to remain in a seated or standing position for extended periods and operate standard office equipment. May require light lifting of up to 25 pounds.

Work Environment:

Fast-paced branch setting requiring adaptability, multitasking, and team coordination. Regular contact with members, staff, and leadership.

Salary Range:

The salary range for this role is $22.46 to $29.19. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee’s pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Service and stability: With a history going back to the 1930s, Greylock has served and grown within the Berkshire County community for almost a century, building deep roots in the area and the lives of the members we serve. Now serving over 100,000 members, Greylock is committed to building a team that loves to put others first.

Opportunities to grow: We offer clear career pathways, ongoing training and upskilling, and a supportive culture that invests in your success. Here, your work is purposeful, values-driven, and makes a real impact in our community.

Benefits that work: Greylock offers competitive benefits and a range of opportunities to grow your career. Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits. Additionally, our generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. Greylock offers employer paid life insurance along with both short- and long-term disability. Per an individual’s need, additional life, accident, critical illness benefits, and pet insurance, may also be elected.

To be employed by Greylock Federal Credit Union employees must reside in one of the following states: Massachusetts, New York, Vermont, or Connecticut.

Review of the candidate pool for each opportunity with Greylock Federal Credit Union will begin on the fourteenth day of posting.