Member Experience Center Manager

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Full-time Regular El Reno, OK, US 1 Attachments 28 days ago Requisition ID: 1603 Title: Member Relationship Assistant Manager (Asst. Branch Manager) The Assistant Member Relationship Center Manager assists in all aspects of managing the WEOKIE Member Relationship Center includingmemberserviceandmembershipgrowthforhis/herMember Relationship Centerinalignmentwiththe organization’s Service Delivery Strategy. Leads the member relationship center’s servicedelivery strategy. Manages the delivery ofanextraordinaryservice experience for all members and staff. Assists with supervisory duties forMember Relationship Centeremployees. Responsible for training, certification, consistent coaching, conducting regular/yearly reviews, assist in developing Member Relationship Center employees for advancement. As a working Manager, interacts with members to help meet their needs. Educates and trains Membersonhowtoutilizeconvenientservices,includingproducts,onlinebankingtechnology where applicable, and encourages increased use of the cooperative while building and increasing member engagement. Establishes expectations, manages results, holds regular and engaging staff meetings to communicate results,relays expectations, and recognizes successesand opportunities for improved/enhanced performance. EnsuresassignedMember Relationship Centerisoperatingefficientlyandreliably,incompliancewith applicablelaws,regulations,andrules,haveappropriateoperatingcontrolstomitigaterisk, and are performing at a high level. Providessupportwithbudgets,reporting,andoperatingplansforMember Relationship Centerandprojects impacting the Member Relationship Center Network. PerformsotherdutiesasrequiredincludingrepresentingWFCUatcommunityandpublicevents. DrivingtoadifferentMember Relationship Centerorworkevents. HelpotherMember Relationship CenterswhenneededwithstafformanagingMember Relationship Centerwhenasked. Performotherdutiesasassigned. Service expectations ofMembers are exceeded (as measured by Member Satisfaction Surveys) through consistent application of providing extraordinary member service when conducting member transactions with few, if any complaints. TheMember Relationship CenterisadequatelystaffedtomeetMemberneeds(withminimaloverstaffing and unwanted turnover). Ensures establishedperformanceobjectives,as identifiedinthe SuccessPlans,are metor exceeded. Employeesarethoroughlytrainedandcertifiedaccordingtotheirrespectivejobfunctionsand appropriately developed for future opportunities. AssistwithMember Relationship Centeroperationsefficiently,underappropriateoperatingcontrolsandiscompliant with applicable state and federal laws/regulations. Performance reviews in the primary areas of responsibility are completed on or before the reviewdate,andaresupportedbytheconsistentcoaching,observationsandinteractionswith the employees. Workschedulesintheprimaryareaofresponsibilityarepublishedwithinestablished guidelines,maintainingadequateservicelevelstohandlepredictedmembervolume,including Management coverage. Member Relationship Centeroperatingexpensesarewithinbudgetanddocumented. Reports are prepared as directed and used to monitor performance to expectations, recognize topperformers,identifyproblemareas,managesservicelevelsandstaffing,addresserrorsand quickly correct deficiencies. Operationalprocessesandcompanypoliciesareconsistentlyappliedandmaintained. Maintainsthehighestdegreeofconfidentialityandprofessionaldiscretion. Apositive,motivating,andfunworkplaceismaintainedforMembersandemployees alike. SpecializedorTechnicalKnowledgeandSkills: Highschooldiplomaortheequivalent. Must have at least two years in the retail financial services industry with at least two in a supervisoryposition.Familiaritywithsupervisingaconsultativeserviceoperationisaplus,asis a proven track record in meeting and exceeding expectations and objectives. Musthavebusinessmanagementexperiencetoinclude:processmanagement,operational analysis, report writing, presentation and writing skills, and use of technology solutions. Musthaveademonstratedabilitytointerview,coachanddevelopstafftocreateateam environment. MustbeabletolearnanduseavarietyofsoftwareapplicationssuchasMicrosoftOffice (Outlook, Word, Excel and PowerPoint) and the credit union’s core processing systems. MusthaveavalidstateDriversLicenseatalltimes.Mustbebondable. Excellentcommunicationskills,includingbutnotlimitedto,writtenandverbal. Required to hold Certified Credit Union Financial Counselor (CCUFC) or be able to earn designation within 24 months of being in role BehavioralCompetencies :Behavioralcompetenciesaretheskillsandpersonalcharacteristicsthat an individual should possess in order to be successful in this position. Core Competencies : Core competencies are consistent for all positions across the organizationandarealignedwithWFCU’scorevaluesandtheThreeStakeholderModel. Member Focus (internal and external): Builds Member confidence, is committed to increasing Member satisfaction, sets achievable Member expectations, assumes responsibility for solving Member problems, ensures commitments to Members are met, solicits opinions and ideas from Members, responds to Partners. Dependability : Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements. Integrity/Ethics : Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad. Job Specific Competencies : The position requires an individual who is able to maintain composureinavarietyofsituations.Thefollowingstandoutamongalonglistofbehavioral competencies for this position: Leadership: Leadsthroughchangeandadversity,makesthetoughcallwhenneeded,builds consensus when appropriate, motivates and encourages others. Managing forResults: Setschallengingandproductiveexpectations for team, keeps team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results. Managing Performance: Applies clear/consistent performance standards, handles performanceproblemsdecisivelyandobjectively,isdirectbuttactful,providesguidance and assistance to improve performance. People Development:Providesfeedbackandcoaching,rewardshardworkandrisktaking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility/opportunity. Job Knowledge:Understandsdutiesandresponsibilities,hasnecessaryjobknowledge,has necessary technical skills, understands company mission/values, keeps job knowledge current,isincommandofcriticalissues. Physical Demands: Thephysical demands described here are representativeof those thatmust be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Whileperformingthedutiesofthisjob,theemployeesfrequently requiredtostandand walk. The employee is occasionally required to sit; use hands to handle, or feel; reach with hands and arms; climb or balance and talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Work Environment: The workenvironmentcharacteristicsdescribed herearerepresentativeof those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTIONEMPLOYER WEOKIE does not and shall not discriminate on the basis of Protected Status, marital status, and political belief or any other status or condition protected by applicable federal and/or state law.Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients. Attachments (1) #J-18808-Ljbffr