Member Experience Assistant Manager

Job Description

Job Description

Summary/Objective:

The Member Experience Assistant Manager supports the Member Experience Manager in leading day-to-day Member Experience/Interactive Teller Machine (ITM) operations. Serving as the manager’s backup, this role directly supervises Assistant Supervisors and staff, ensuring exceptional member service, operational accuracy, and consistent execution of ITM processes across all locations.

Duties/Responsibilities:

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Serve as backup to the Member Experience Manager, providing leadership coverage and acting as Manager-on-Duty as needed. Assist with any reporting, new policy implementations as directed by Manager.
• Participate in projects such as new machine installs, review of new software, and meetings with vendors to maintain awareness of project status and requirements.
• Supervise, coach, and support Member Experience Assistant Supervisors and Representatives to ensure consistent service delivery and adherence to procedures.
• Monitor ITM dashboards and service levels to manage workflow, queues, and coverage.
• Troubleshoot and resolve ITM issues, discrepancies, and member concerns; coordinate vendor/service calls and escalate high-risk issues and trends.
• Support ITM verification and balancing, including researching out-of-balance conditions and assisting with corrective actions between ITM and core systems.
• Support training and process reinforcement for ITM balancing, software updates, and feature rollouts; promote consistency across locations.
• Conduct regular visits to branches/ITM sites to confirm readiness, compliance, and consistent execution.
• Assist with staffing and scheduling (weekly and Saturday) and adjust coverage based on volumes and service needs.
• Maintain accurate documentation and ensure compliance with credit union policies, procedures, and regulatory requirements.
• Perform other duties as assigned.

Competencies

• Strong organization and follow-through; ability to multi-task and prioritize in a fast-paced environment.
• Technology proficiency, including digital banking tools, core systems, and ITM software.
• Working knowledge of credit union share account products, procedures, and online/mobile services.
• Analytical problem-solving and sound judgment; detail-oriented with a focus on accuracy and balancing.
• Strong communication and coaching skills; ability to handle escalated member concerns professionally.
• Commitment to policy/regulatory compliance and continuous learning.

Supervisory responsibilities

Assist in leading a team while managing multiple priorities including meetings, member interactions, and operational processes. Promote a positive and productive work environment. Stay current with industry regulations and best practices.

Work environment

Work Setting: Office and branch locations with regular travel to ITM sites.

Physical demands

Standing/Walking/Sitting: Continuously; able to sit for long periods of time.

Carrying/Lifting/Pushing/Pulling: Occasionally (up to 50–100 lbs.)

Climbing, Stooping, Kneeling, Crouching, Crawling: Occasionally

Reaching, Handling, Seeing, Hearing: Continuously

Travel required

Regular travel to branch/ITM locations; may be asked to attend conferences and/or training for continuing education.

Required education and experience

• High school diploma or equivalent.
• Minimum two to three years of credit union experience (or equivalent), including supervisory/management experience.
• Preferred: 6 months of experience with Interactive Teller Machines (ITMs) or similar remote/assisted teller technology.
• Strong math skills and data entry proficiency.
• Strong communication, analytical, and organizational skills; detail-oriented.
• Familiar with credit union policy and procedure.
• Ability to complete required credit union training programs.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.